Support Agent - Customer Services Job Description: Your Mission: As a Customer Services Agent, you'll deliver world-class support to Sage customers, helping them define, diagnose, and resolve issues efficiently. You'll provide tailored solutions that minimize disruption while empowering our customers to get the most out of their software. Along the way, you'll collaborate with advisors, partners, and alliances to tackle complex technical challenges and drive continuous improvement. Key Responsibilities: What You’ll Do: Be the Expert: Solve complex escalations with confidence, supporting both customers and internal teams with your deep product knowledge. Communicate Effectively: Keep customer support teams informed with timely updates on software releases, bug fixes, and product enhancements. Diagnose Like a Pro: Pinpoint the root causes of system issues using analysis and testing techniques, providing innovative solutions for even the toughest challenges. Stay Ahead of the Curve: Monitor trending issues to proactively educate customers and address potential concerns before they escalate. Champion Digital Transformation: Streamline processes, improve efficiency, and enhance customer experiences across online platforms. Collaborate & Innovate: Work closely with stakeholders to ensure customer satisfaction while contributing to product enhancements and knowledge sharing. Empower Self-Sufficiency: Enable customers to resolve complex queries independently by simplifying solutions and sharing best practices. Adapt & Thrive: Flexibly support additional products and adapt to changing business demands with a positive attitude. What You Bring to the Table: Skills & Expertise: Certified in Sage 50c Accounting. Proficient in troubleshooting, problem-solving, and simplifying complex processes. Excellent written and verbal communication skills. Skilled at managing workloads, prioritizing tasks, and working independently. Adept at handling difficult conversations while maintaining a positive customer experience. Experience: Solid understanding of support platforms and customer experience best practices. 1-2 years of call center or customer support experience. Education & Certification: Matric (mandatory). BCom Degree or equivalent NQF6 qualification (preferred). Relevant certifications, such as a Payroll Certificate, are a plus. Why You’ll Love Working with Us: Grow your knowledge of Sage products and customer engagement strategies. Work on exciting projects that drive digital transformation and elevate the customer experience. Join a collaborative and dynamic team passionate about solving problems and delivering value. If you're ready to make a real difference for Sage customers and be a part of a team that thrives on innovation and excellence, we’d love to hear from you! Apply today and start your journey as a Customer Services Agent. Function: Customer Operations Country: South Africa Office Location: Johannesburg 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. It’s why we were awarded 2024 Best Places to Work by Glassdoor. 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-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE 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-gb/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.