Technical Support Expert

3 weeks ago

Dublin, Dublin City, Ireland Sage Full time
Overview

To own and resolve escalated technical issues regarding Sage Intacct, specifically within the Revenue and Payments verticals. With an in depth understanding of Sage's applications and advanced problem-solving capabilities, Tech Help Desk Representatives provide exceptional support to both Sage customers and our people.

Hybrid – 3 days in our Dublin office

Responsibilities
  • Where frontline support is unable to find a solution, independently own, investigate and solve low to complex software or system issues.
  • Use critical thinking, analysis and testing techniques, and in-depth troubleshooting to identify the root cause of customer issues, providing the optimum solution to each case.
  • Proactively identify improvements regarding software, services, processes, and procedures; actively review customer trends and feedback to spot opportunities for change.
  • Maintain in-depth technical expertise by upskilling on applications and systems, as well as processes and procedures; seek opportunities to educate/share knowledge with other team members.
Customer service essentials
  • Recognize opportunities to advise customers on how to realize a higher return on investment, improved operations, and increased business efficiency by utilizing existing and additional Sage products and services.
  • Own the customer support experience, providing exceptional assistance by solving customer issues through telephone, email, and chat, adhering to shift schedules, procedures, metrics, and goals.
  • Contribute to company knowledge capital by creating and modifying reusable solutions in the knowledge base; review existing articles to ensure technical accuracy.
  • Document customer contact using relevant systems in a clear, concise, and understandable format; escalate unresolved issues with pertinent information to appropriate resources.
Teamwork and personal approach
  • Work collaboratively and effectively in a team, acting as a mentor for others in the business.
  • Maintain a positive attitude, offer constructive approaches to overcoming difficulties, and treat all individuals with respect.
  • Prioritize work for self and others, balancing customer perspective with operational efficiency, and manage time and resources to ensure the best possible outcome for the customer and Sage.
  • 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 time permits.
Skills and know-how
  • Communication: Communicates clearly and effectively (verbal and written) to ensure the customer understands solutions.
  • Active Listening: Listens attentively to ensure understanding of the issue.
  • Customer Focus: Understands customer needs and strives to meet and exceed them to build strong relationships.
  • Accountability: Takes responsibility to deliver exceptional customer support and proactively solve problems.
  • Adaptability: Adapts to varying customer situations with a positive approach.
  • Technical Expertise: Demonstrates the technical knowledge required for Sage's products and services.
  • Analytical Ability: Uses data analysis and critical thinking to reach logical conclusions and provide optimal solutions.
Technical / professional qualifications
  • Booking Keeping or Accountant Certifications (an asset but not required).
Experience
  • Customer facing role (phone, voice, or chat).
  • Experience of working with and using IT systems.
  • Experience addressing user inquiries in one or more Sage applications or industries.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development

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