Technical Support Analyst - Construction Focus Job Description: To enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines. Customer relations will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based project work while mentoring less experienced staff. *This is a hybrid role: 3 days per week onsite* *Hours 9a-6p EST* Key Responsibilities: Key accountabilities and decision ownership: · Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals · Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues · Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures · Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards · Assists customers in gaining the most value from their Sage products and services · Identifies additional opportunities for Sage solutions to benefit the customer's business needs · Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources · Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect · Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization · Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned. Technical Competencies: · Sage applications · Media channels · Industry experience · Written communications/report writing · Customer interaction · Subject matter expertise Skills, know-how and experience: · Established knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries · Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner. · 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 · Minimum two years of experience preferred in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude · Requires the ability to adhere to a structured work schedule and efficiently self-manage work time · Requires strong verbal, listening, and written communication skills Technical / professional qualifications: · High School Diploma or GED Behavioral Competencies: · Action oriented · Being resilient · Communicates effectively · Courage · Customer focus · Demonstrates self-awareness · Ensures accountability · Instills trust · Persuades · Resourcefulness · Situational adaptability · Values differences Function: Customer Operations Country: United States Office Location: Beaverton;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.