Support Agent - Customer Services Job Description: We are looking for a dedicated and technically skilled Customer Services Agent to support our Pastel Payroll customers. In this role, you will be the first line of expertise—helping customers define the context of their issues, analyze root causes, and recommend solutions that resolve queries efficiently while minimizing disruption to their live processing environments. Beyond direct customer support, you will also act as a trusted advisor to our partners, alliances, and internal teams by providing specialist solutions to a wide range of technical product challenges. Location - 3 days per week out of our Johannesburg office. Key Responsibilities: • Serve as the product expert, providing resolution for complex escalations across Customer Support and other stakeholders. • Deliver timely communication on product updates, new releases, and bug fixes to ensure teams stay informed. • Use advanced system analysis and testing techniques to identify and resolve highly complex software or system issues. • Track and monitor recurring customer issues to create proactive communication and customer education initiatives. • Support our Digital Transformation strategy by driving efficiency, automation, and quality improvements across online platforms. • Manage the end-to-end process of logging, tracking, and resolving software bugs or product enhancement requests. • Collaborate closely with internal teams, partners, and stakeholders to ensure seamless resolution of queries. • Develop initiatives that empower customers to be self-sufficient, reducing resolution times and improving overall satisfaction. • Prioritize your workload effectively when resources shift, ensuring the best possible outcomes for customers, colleagues, and the business. • Stay up to date on product, technical, and industry knowledge, and actively contribute to continuous improvement projects. • Support training, product enhancements, and knowledge-sharing initiatives to strengthen the department’s capabilities. • Accurately log all customer interactions in the internal CRM and ensure responses are clear, methodical, and actionable. • Encourage customers to provide feedback through after-call surveys, while consistently growing your product knowledge and customer engagement skills. Essential Skills & Experience • Pastel Payroll product certification. • Strong understanding of customer support platforms and delivering a superior customer experience. • Exceptional written, verbal, and technical communication skills. • Ability to work within a structured schedule and manage your own time effectively. • Proven problem-solving skills with the ability to listen actively, ask probing questions, and simplify complex issues. • Strong troubleshooting skills, with the ability to apply technical knowledge within policies, procedures, and standard tools. • Resilience in managing difficult conversations while maintaining positive customer relationships. • Experience in adhering to escalation protocols and working independently under uncertainty. Desirable Competencies • Previous industry experience in a technical support or customer services role. • Strong customer interaction and professional communication skills. This is an opportunity to become a trusted product expert and play a key role in shaping customer satisfaction, product improvement, and digital transformation in one of the most dynamic areas of our business. #LI-ML1 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.