Technical Support Expert

Technical Support Expert

Job Description :

The Technical Support Expert, 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.

This is a hybrid role : 3 days / week in office

Required to work 2 weekends per year and potentially 1 holiday

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.
• ? Strong understanding of API technologies(SOAP / REST) and experience with tools like Postman. Knowledge of Sage Intacct and / or accounting principles
• ? 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., Knowledge Articles), as well as identifying cases that require escalation (either strategically or technically)
• ? Provide support for custom solutions involving XML and multiple integrations (e.g.Salesforce, Avalara,Bill.com)

Customer service essentials :

Requirements :

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 - reviews - page -

#LI-JM1

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.