Customer Support Specialist Job Description: You're a learner. You're a listener. You're a solutions-provider. You will feel the satisfaction of “I crushed it” as you shut down your computer at the end of the day. This is that kind of job. Let’s skip to the good part. What’s in it for you? You will be communicating with customers via live chat, email, and screen share support by handling inquiries, and troubleshooting technical product-related issues. You will be articulating our product’s solution, its practical use, and how it fulfills our customers’ business requirements. Do you have experience Troubleshooting and replicating customer reported issues? If not, dont worry. We will train you! This is a hybrid role - 3 days per week in our Austin office. Key Responsibilities: 𝐘𝐨𝐮𝐫 𝐝𝐚𝐲 𝐭𝐨 𝐝𝐚𝐲: • You will be participating in 100+ support tickets per month • You will support screen share calls on an as-needed basis • Documenting discoveries with clear reproduction steps and analysis for internal review • Documenting and updating customer records based on interactions • Providing input to the strategy for ensuring great customer outcomes 𝐌𝐢𝐧𝐢𝐦𝐮𝐦 𝐪𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬: • Experience in a customer facing role (technical, phone-base preferred) 𝐍𝐢𝐜𝐞 𝐭𝐨 𝐡𝐚𝐯𝐞: • Experience with ecommerce platforms such as Shopify, Amazon etc. • Inventory management workflow • Technical experience with SaaS platforms 𝐏𝐞𝐫𝐤𝐬? 𝐖𝐞 𝐡𝐚𝐯𝐞 𝐩𝐥𝐞𝐧𝐭𝐲. • 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 𝐃𝐢𝐠 𝐝𝐞𝐞𝐩𝐞𝐫 𝐚𝐛𝐨𝐮𝐭 𝐰𝐡𝐨 𝐰𝐞 𝐚𝐫𝐞: • Who is Sage:https://www.sage.com/en-us/company/about-sage/ • Life at Sage:https://www.sage.com/en-us/company/careers/ • Our Values & Behaviors:https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be • How we make a difference:https://www.sage.com/en-us/company/sage-foundation/ • Sage Business Cloud - SaaS for Every Business:https://www.sage.com/en-us/products/ #LI-EP1 Function: Customer Operations Country: United States Office Location: Austin Work Place type: Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.