Job DescriptionSage is the market leader for integrated accounting, payroll and payment systems, supporting the ambition of the world’s entrepreneurs. Sage began as a small business in the UK 35 years ago and over 13000 colleagues now support millions of entrepreneurs across 23 countries as they power the global economy. In a world where only the voices of the biggest are heard, we will always fight to hear the voice of the entrepreneur.
The Customer Support Engineer provides the uppermost level support for escalalated technial issues. Troubleshoots and debugs product code-level issues while also handling direct interactions and follow-up with customers, partners, and internal associates. Contributes to the continued development of the product line by participating in product improvement initiatives as well as providing direct input to the Product Marketing, Sales, Engineering and QA teams. This position is a key technical and application-knowledge resource and represents Support in facilitating the flow of information to and from the business partner channel, end-user community, and internal product groups for submission to other groups for inclusion in new products and better service offerings. Key ResponsibilitiesProvides an advanced in-depth customer experience across Sage Live by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to procedures, metrics, and departmental goals. Identifies needed resources, facilitates and project manages the most complex customer issues/situations to resolution.
Is requested by and works directly with Senior Support Management, Development (Engineering and QA), Product Management and or Product Marketing Management, Legal and Executive Leadership to provide customer relationship, technical guidance, and experiential input related to product design. Acts as a knowledge resource to all other levels. May be assigned to other departments and/or within CX on specialized teams as an internal subject matter expert.
Identifies the root cause of the client’s software or system issues and uses advanced system analysis, testing techniques, data repair tools, and industry best practices to solve application or system issues. Works on assignments that are extremely complex in nature where independent action and a high degree of initiative and judgment are required in resolving problems and developing recommendations.
• Proactively creates utilities to reduce troubleshooting time/needs and/or assists with the creation of temporary code fixes or data repair in efforts to minimize the negative impact to the customer and their business while positively impacting the overall customer experience.
Acts as a technical escalation resource that may be called upon to execute billable/non-billable work on behalf of Sage organization. This may include travel onsite to customer and or channel partner location to provide hands on troubleshooting and research to help resolve critical customer issue\s and restore business relationship. This may include working outside of normal business hours. Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies, as well as preparing comprehensive White Papers solving need for in-depth technical documentation. Actively promotes and supports the knowledge base to our internal and external customers. May participate in reviewing articles for technical accuracy, and publish articles. Maintains article quality standards.
Recognized as an expert in multiple customer business processes. Coaches and trains others to identify creative opportunities and advise customers in realizing a higher return on investment, greater insight into business activities, operating business more effectively, and improving business efficiency utilizing Sage products and services. May participate in external User Group/s or company customer events as product or industry expert.
Acts as a subject matter expert in all assigned product areas. Able to communicate technical information from the customer business process perspective. Stays current on technical and business knowledge in all assigned applications. Actively seeks out opportunities to educate or share knowledge across organization influencing priorities, product improvement, performance and stability. Acts as a positive change agent for roll out and alignment of company processes and procedures.
Identify, lead, and balance active participation in multiple internal projects in partnership with development in reviewing and evaluating product requirements, product and process efficiencies, etc.
Strives to continuously build technical knowledge, maintain certifications, and seek opportunities to increase business and industry knowledge. Seeks out opportunities to educate or share knowledge with peers and internal customers.
Key performance indicators: (3-5 Max)
Colleagues - Prepare CBC to begin to support additional Sage solutions beyond Sage Live as appropriate
Certifications (if applicable)
Customer Interactions - Scalable and repeatable CBC model. Achieve this through being the example for building the customer support process. Meeting of the hiring plan, employee training and development, employee satisfaction, and business visibility via dashboards ensuring a “One Sage” customer experience
Case Closure Rate ≤ 24 hrs (Average)
Reopens ≤ 5%
Customer Satisfaction - Achieve corporately established customer satisfaction score for Sage Live customers
Cancelation - Scalable and repeatable CBC model to be replicated in additional Sage markets. Achieve this through being the example for building the customer support process by leveraging technology (SFDC and Eloqua) to assure customer satisfaction and business visibility via dashboards ensuring a “One Sage” customer experience is a plus.
• B.A./B.S. Computer Science, Software Engineering, Information Systems, or equivalent experience is preferred
• Minimum five years of ERP or CRM experience
• Implementation or consulting experience preferred
• Strong understanding of SAAS solutions
• Experience with reporting or BI tools and comfortable with other report writing software
• Strong project management, planning, and time management skills
Preferred: (2 or 3 Max)
Technical / professional qualifications:
• Industry Certified (i.e. DBA - SQL Server, Pervasive, Oracle, Salesforce Administration/Developer or above) or equivalent mix of experience
• Experience with current programming languages such as VisualForce, JAVA, Ruby, SQL/SOQL, etc.
• Understanding of MVC architecture, REST and troubleshooting web based application