United States onlyThis role is part of Sage’s Global Circulation team, which is responsible for addressing customer queries related to online access and platform‑related issues within defined Service Level Agreements (SLAs). The position plays a key role in delivering a high‑quality customer experience by ensuring timely resolution of technical issues while maintaining exceptional customer satisfaction standards.
The role requires strong communication and analytical skills to effectively diagnose issues, resolve customer tickets, and contribute to the achievement of team and organizational objectives.
KEY ACCOUNTABILITIES
Primary Responsibilities
Provide effective technical support to internal and external customers worldwide through appropriate communication channels, maintaining a calm, courteous, and knowledgeable approach.
Troubleshoot and resolve access‑related and platform issues by developing a strong understanding of Sage systems, tools, and processes.
Collaborate effectively within a global team environment and provide regular updates to senior team members as required.
Adhere to standard operating procedures (SOPs) to collect accurate and relevant information from customers for efficient ticket resolution.
Under managerial guidance, comply with defined Service Level Agreements (SLAs), ensuring tasks and customer requests are completed within agreed timelines.
Work closely with cross‑functional teams within the Customer Services and Fulfilment division to ensure timely and efficient resolution of customer tickets.
Participate in continuous improvement initiatives, contributing to process documentation and enhancements to optimize customer service practices.
Support the development and maintenance of knowledge‑base articles and actively contribute to customer experience (CX) initiatives across the organization.
SKILLS, QUALIFICATIONS & EXPERIENCE
Functional Knowledge & Skills
Strong analytical, reasoning, and problem‑solving abilities with keen attention to detail
Excellent customer service and administrative skills
Effective written and verbal communication skills
Ability to work under pressure and meet tight deadlines
Strong sense of ownership with the ability to work independently using personal initiative
Excellent organizational and time‑management skills
Qualifications & Experience
Graduate or Postgraduate degree
High level of proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
1–3 years of relevant work experience
Prior experience in back‑end technical support or a quality analyst role is desirable but not mandatory
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.
