Senior Technical Support Analyst Job Description: We are looking for an Advanced Technical Support Analyst with strong technical knowledge and experience working closely with engineering teams. This role is crucial in providing top-notch technical product support to customers through various channels, including calls, emails, and Microsoft Teams Meetings. We seek a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting complex technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise effectively between engineering and our customers as well as internal teams to resolve issues promptly, and ensure clear communication with all parties involved to maintain a high level of customer satisfaction. If you have a passion for customer service, technology, and a commitment to exceeding customer expectations, we would love to hear from you. Your Day-to-Day: Engage with Customers: Spend your day handling inquiries via our ticketing system, making calls, and ensuring customers get the support they need. Troubleshoot Issues: Deep dive into troubleshooting and replicating customer-reported issues using tools like JIRA, GitHub, and other internal systems to find solutions. Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers. Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services. Internal Collaboration: Build collaborative relationships within other departments to enhance the support process. Customer Empowerment: Promote the use of our resources to help customers proactively solve their problems. Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate. Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services. Handle Escalations: Manage escalations from L1 agents, ensuring complex issues are resolved efficiently and effectively. Liaise with Engineering: Work closely with engineering teams to discover bugs, help implement fixes and handle high-priority issues by communicating effectively with other teams. Key Responsibilities: • Provide expert technical support via calls and our ticketing system. • Troubleshoot and resolve complex technical product issues efficiently, diving deeper than Line 1 support. • Handle time-sensitive issues with prompt and clear communication to customers. • Document discoveries with clear reproduction steps and detailed analysis. • Maintain 20 or more outbound calls per month. • Achieve and maintain a customer satisfaction score (CSAT) of 90% or more. • Identify and report on trends or product knowledge gaps. • Foster strong collaborative relationships within the immediate team, other departments, and engineering teams. • Promote the use of our resources to empower customers. • Document and update customer records accurately based on interactions. • Continuously maintain and improve a knowledge base of the product and services. • Ensure a customer-first approach by keeping customers updated and fully answering tickets. • Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally. • Gather customer feedback to improve service delivery and product offerings. • Liaise with engineering to discover bugs, help implement fixes and handle high-priority issues by communicating effectively with other teams. • Consistently achieve all KPIs set. Must Have Experience: • Familiarity with using GitHub. • Experience using New Relic. • Experience with Python. • Knowledge of SQL for database queries. • Familiarity with JIRA for issue tracking and liaising with internal teams. • Experience with Confluence for documentation and collaboration. • Understanding of APIs and their integration. • Strong customer service skills with a focus on delivering exceptional support. • Extensive technical troubleshooting experience, especially with complex issues. • SAAS or ERP system experience. Plenty of perks: • 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 What it’s like to work at Sage: Careers homepage -https://www.sage.com/en-us/company/careers/ Glassdoor reviews -https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm LinkedIn page -https://www.linkedin.com/company/sage-software #LI-MT1 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.