Customer Support Analyst

Company: Sage
Location: Beaverton
Posted on: May 9, 2022

Job Description:

Advert People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites. We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news lifeatsage sagecareers. If you would like support with your application (or require any adjustments) please contact us at careerssage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status. EOE AA/M/F/Vet/Disability Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: http://1sa.ge/EjaS30kzhpR Job Description Do you want to be at the forefront of delivering exceptional customer service? In this exciting career your mission is to enhance each customer---s relationship with Sage through helping customers with technical questions and provide solutions regarding products and services in the customer---s business operating environment. Key Responsibilities Enhancing each customer---s relationship with Sage through helping customers with questions and issues regarding Sage---s products or services and their application in the customer---s business operating environment Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals --- Identifies the root cause of the client---s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues --- Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards --- Assists customers in gaining the most value from their Sage products and services --- Identifies additional opportunities for Sage solutions to benefit the customer's business needs --- Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources --- Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect --- Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee, and organization. --- Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures Qualifications: --- 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude. --- 2 years of experience in one or more of the following areas: accounting and bookkeeping; financials and reporting; business intelligence; sales and customer relationship management; human resources, benefits, and payroll; information technology; construction and real estate; operations and inventory management. --- Requires the ability to adhere to a structured work schedule and efficiently self-manage work time --- Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner. --- Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps --- Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions --- Requires strong verbal, listening, and written communication skills --- High School Diploma or GED Li-SH1

Keywords: Sage, Beaverton , Customer Support Analyst, Professions , Beaverton, Oregon