Overview: Responsible for enhancing each customer's relationship with Sage. This objective will be primarily accomplished by providing assistance for customers with questions or issues regarding Sage's CRM product and the application in the customer's 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 an extraordinary customer experience by handling inquiries through various communication channels (chat, social media, communities, phone, etc).
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 and actively promotes self-service resources (knowledgebase, communities, etc) to our customers.
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.
Works collaboratively and effectively within a team of peers and maintains a positive, constructive attitude in the workplace.
Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.
1-2 yrs. experience with database administration, relational databases and database technologies i.e. MS-SQL, experience with custom database queries.
1-2 yrs. experience with Windows based server operating systems and server/client networking fundamentals.
1-2 yrs. experience with Internet Information Server (IIS).
Experience with Tomcat and CRM software troubleshooting is an asset but, not required.
Ability to analyze software debug logs, windows error logs and SQL error logs for troubleshooting purposes.
previous experience in a fast paced customer-facing support centre with a structured work schedule.
Able to prioritize and efficiently self-manage work tasks and time.