Support Agent - Customer Services

Job Description Your Mission:

As a Customer Services Agent, you'll deliver world-class support to Sage customers, helping them define, diagnose, and resolve issues efficiently. You'll provide tailored solutions that minimize disruption while empowering our customers to get the most out of their software. Along the way, you'll collaborate with advisors, partners, and alliances to tackle complex technical challenges and drive continuous improvement.

Key Responsibilities What Youll Do:

Be the Expert: Solve complex escalations with confidence, supporting both customers and internal teams with your deep product knowledge.

Communicate Effectively: Keep customer support teams informed with timely updates on software releases, bug fixes, and product enhancements.

Diagnose Like a Pro: Pinpoint the root causes of system issues using analysis and testing techniques, providing innovative solutions for even the toughest challenges.

Stay Ahead of the Curve: Monitor trending issues to proactively educate customers and address potential concerns before they escalate.

Champion Digital Transformation: Streamline processes, improve efficiency, and enhance customer experiences across online platforms.

Collaborate & Innovate: Work closely with stakeholders to ensure customer satisfaction while contributing to product enhancements and knowledge sharing.

Empower Self-Sufficiency: Enable customers to resolve complex queries independently by simplifying solutions and sharing best practices.

Adapt & Thrive: Flexibly support additional products and adapt to changing business demands with a positive attitude.

What You Bring to the Table:

Skills & Expertise:

Certified in Sage 50c Accounting.

Proficient in troubleshooting, problem-solving, and simplifying complex processes.

Excellent written and verbal communication skills.

Skilled at managing workloads, prioritizing tasks, and working independently.

Adept at handling difficult conversations while maintaining a positive customer experience.

Experience:

Solid understanding of support platforms and customer experience best practices.

1-2 years of call center or customer support experience.

Education & Certification:

Matric (mandatory).

BCom Degree or equivalent NQF6 qualification (preferred).

Relevant certifications, such as a Payroll Certificate, are a plus.

Why Youll Love Working with Us:

Grow your knowledge of Sage products and customer engagement strategies.

Work on exciting projects that drive digital transformation and elevate the customer experience.

Join a collaborative and dynamic team passionate about solving problems and delivering value.

If you're ready to make a real difference for Sage customers and be a part of a team that thrives on innovation and excellence, wed love to hear from you! Apply today and start your journey as a Customer Services Agent.