Sage Support Consultant

Job PurposeProviding first line telephone and remote support to customers for a range of Sage Products and third party add on products. Duties and Responsibilities 

• Responding to and resolving Sage support queries via telephone, email and remote access.
• Receiving and answering telephone calls or emails from customers on the support helpdesk to work towards resolving cases.
• Call Management and prioritisation to ensure service levels agreements are met
• Problems analysis and investigation work.
• Data investigation work and report writing.
• Keeping up to date with latest software / patches.
• To carry out other support duties that may be required.
• Promoting continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business.
• This job description is not exhaustive and may be adjusted periodically after review and consultation
• You will also be expected to carry out any reasonable duties which may be requested from time-to-time
• Work safely at all times in accordance with Legislative requirements and Company Policy and Procedures 

Collaboration and Relationships:

• With the Sage Support Manager and Sage Support team to provide continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business.
• With ADAM to identify customer training or technology improvements opportunities with a view to reducing support issues 

Knowledge, Skills and ExperienceYour qualifications

• Accounts knowledge essential
• Proven track record of experience of Sage accounting software essential
• Proven track record of experience of Sage 200 and Payroll an advantage
• Experience of Spindle, Credit Hound or Sicon also an advantage
• Good understanding of Microsoft Office products 

Your skills & knowledge

• Excellent written and verbal communication skills
• Must be Customer Focused
• Ability to communicate to customers at a variety of levels
• Excellent telephone manner
• Attention to detail is paramount, along with the ability to manage personal workload and work to your own initiative.
• Great analytical skills with a confident pro-active approach to work
• Good working knowledge of databases and queries an advantage
• Experience with remote access software and associated technologies an advantage 

Your experience

• Sage 200 Accreditation preferred
• Accounting Qualifications preferred
• Knowledge of associated Sage products would be an advantage.
• Educated to a minimum of GCSE Level (with at least 5 grades A-C, including English and Mathematics) 

Your behaviours

• Self-starter and ability to use own initiative
• Good team player