Technical Support Analyst

Sage North America Richardson , TX 75080

Posted 5 months ago

Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the worlds business heroesfrom single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.

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:

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website to apply for a position, please contact us at We evaluate requests for reasonable accommodation on a case-by-case basis.This position is responsible for enhancing each customers relationship with Sage. This objective will be primarily accomplished by providing assistance for customers with escalated or more complex questions or issues regarding Sage's products or services and their application in the customers business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team based project work. Provides mentoring and training to less experienced staff.Essential

  • Provides an Extraordinary Customer Experience across one or more Sage products or industries 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

  • Independently identifies the root cause of the clients software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues. Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others

  • Uses Knowledge Center Support (KCS) methodologies to efficiently resolve 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. May participate in Evolve Loop creation, review articles for technical accuracy, and publish articles. Maintains article quality standards

  • Recognizes creative opportunities and advises customers in realizing a higher return on investment, greater insight into business activities, operating business more effectively, and improving business efficiency utilizing Sage products and services

  • 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. Promotes 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. Acts as a mentor to others and identifies coaching/training opportunities

  • Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress. Effectively adjusts 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. Seeks out opportunities to educate or share knowledge with team members. Acts as a positive change agent for roll out and alignment of support processes and procedures

  • Lead or actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned

Qualifications and Requirements:

  • Requires a High School Diploma or GED or equivalent experience required

  • Advanced knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries

  • 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


Functional/Technical Skills* Has the functional and technical knowledge and skills to do the job a

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Engineer Unified Communications (HcsG)

Cisco Systems, Inc.

Posted 5 days ago

VIEW JOBS 1/12/2019 12:00:00 AM 2019-04-12T00:00 What You'll Do Role & Responsibilities * Provide support for Federal customers in the Federal environment. * Provides second/third level technical support for voice and video technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers. * Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity. * Provides technology/product training and intellectual property material as required. * Acts as focal point for large account network problem resolution. * Effectively utilizes moderate to complex lab setups to recreate and solve problems. * Submits complete and correct bug reports in area of expertise. * Interacts across other technical teams and development teams at peer level. * Acts as a technical expert and provides support on a world-wide basis. * Generate clear and concise documentation in the form of case notes, technical tips and white papers. Who You'll Work With Collaboration Technology Group ("CTG") is helping Cisco transform how people collaborate globally through solutions targeted at enhancing the user experience and driving collaboration and productivity to unprecedented levels, thus helping drive revenue growth and defining new business models. The Team We are the Audio/Video operations team for Cisco Cloud Collaboration and in this role, you will gain insight on the detailed functionality of Cisco Voice and Video products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology. Who Are You Minimum Qualifications ● Must be a US citizen ● Minimum 3-5 years' experience and a combination of designing, deploying, configuring, supporting, trouble shooting, debugging and administering the Voice and Video products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses ● Knowledge of Cisco Call Manager and CUBE. ● Knowledge of Protocols – not limited to: VOIP,H.323, SIP, RTP, SRTP ● CCNP Voice required ● Experience working on IOS voice gateways, dial peers, and unified call processing (UCP) ● Basic understanding of Linux Desired Skills ● CCIE Voice/Collaboration preferred dicedev Cisco Systems, Inc. Richardson TX

Technical Support Analyst

Sage North America