Support Agent - Customer Services Job Description: The purpose of the role is to provide support to our Sage Pastel Payroll customer. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment. In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product. Key Responsibilities: • Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders • Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes • Identifies the root cause of the customers software or system issues and uses system analysis and testing techniques to solve highly complex application or system issues • Monitors trending customer issues to develop proactive communication and customer education • Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms • Manages the logging process of software bugs or product enhancements and ensures timeous resolution • Works collaboratively with internal and external stakeholders • Continuously finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries • Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization • Remains relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures. • Actively participate in internal projects such as product enhancements processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned. • Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap • Flexibility in supporting/moving to other products within CS(demand driven) • Ensuring that you have a good understanding of clients’ requirements • Apply yourself to Investigate queries by narrowing down the cause of the issue. • Prepare response that’s articulate how fixes should be applied sequentially and methodically. • Accurately log events of each customer query on our internal CRM. • Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity. • Encourage our customers to complete your after-call survey. • Grow your product knowledge. • Grow your customer service engagement with our customers. • Follow internal policies. Skills, know-how and experience: Essential: • Product certification on Sage Pastel Payroll. • Solid understanding of support platforms and customer experience • Exceptional writing and technical skills • Ability to adhere to a structured work schedule and efficiently self-manage work time • Ability to identify, investigate and resolve technical queries • Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps • Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions • Able to handle difficult conversations without negatively impacting the customer • Adhere to escalation protocols within Customer Support. • Manage uncertainty effectively and work without supervision. Technical Competencies: • Industry experience would be an advantage • Written and verbal communication skills • Customer interaction Technical / professional Qualifications and Experience: • BCom Degree or equivalent NQF6 qualification preferred • Matric is mandatory • Certification in the relevant (Payroll Certificate) • Ability to identify and adapt to the customers style of communication • 1-2 years Call Centre Experience 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. 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