Technical Support Expert Job Description: The goal of the Technical Support Expert is to identify customer needs and resolve technical issues regarding Sage Intacct's products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience. *This is a hybrid role: 3 days/week in office* Key Responsibilities: Technical Support focused: ● Through excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues. ● Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues. ● Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically) ● Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training. Customer service essentials: ● Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals. ● Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs. ● Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes. ● Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources. ● Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. ● Prioritize work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage. Skills & Know How: ● Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems. ● Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships. ● Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes. ● Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services. ● Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions ● Fixed Asset Accounting: Understanding and experience working with fixed assets and ability to troubleshoot. (Nice to Have) ● Tax Accounting: Demonstrates troubleshooting tax and VAT tax technical issues. (Nice to Have) ● Inventory Control: Experience troubleshooting technical inventory valuations in distribution and manufacturing entities. Experience: ● 2+ years in Customer facing role (either by phone, voice, or chat) ● Experience working with and using IT systems ● Experience working with ERP ● Understanding and experience with inventory control and/or fixed assets ● Booking Keeping or Accountant Certifications (an asset but not required) Your benefits at Sage: • Comprehensive health, dental, and vision coverage • 401(k) retirement match (100% matching up to 4%) • 21 days paid time off (+1 floating holiday) • 5 days paid yearly to volunteer (through Sage Foundation) • Sage Wellness Rewards Program (flexible ways to use wellness credit and fitness reimbursement) • A 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/ Function: Customer Operations Country: United States Office Location: Lawrenceville 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.