Customer Support Analyst

Job TitleCustomer Support Analyst Job DescriptionAs a Customer Support Analyst, you will be assisting customers with technical issues related to Sage Intacct products and services. You'll utilize strong problem-solving skills to ensure issues are resolved promptly, aiming for first-time resolution. This enhances customer relationships and contributes to an outstanding Sage experience. Your daily responsibilities include managing a phone queue, addressing customer calls, and resolving cases related to login support, as well as specialized areas such as accounts payable, cash management, bank feeds, and bank reconciliations. Key ResponsibilitiesResponsibilities

• Identifying the root cause of the customer's software or system issues.

• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately-complex issues.

• Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well a identifying cases that require escalation (either strategically or technically)

• Staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.

• Owning the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics, and goals.

• Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage's solutions to address their needs.

• Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.

• Documents customer contact, using relevant systems, in a clear, concise, and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.

Qualifications:

• 2+ years of experience in a Customer facing role//Technical Support (either by phone, voice, or chat) ·

• Experience of working with and using IT systems

• Accounting experience is a plus

• Bachelor's degree in accounting / Computer Science is a Plus.

• Detail oriented.

• Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.

• Experience with Jira/ Salesforce, or other CRMs is a plus.

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on-demand career development options and ongoing training offerings

What it's like to work at Sage:

Careers homepage - https://www.sage.com/en-us/company/careers/

Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page - https://www.linkedin.com/company/sage-software

#Li-SH1 FunctionCustomer Operations CountryUnited States Office LocationLawrenceville Work Place type

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