T00277 Senior Sage Support Consultant

Job Purpose
Providing support to customers and internal colleagues for a range of Sage Products and third-party add-ons

Duties and Responsibilities

• Receiving and answering Customer queries into support, assisting and working toward resolution
• Call Management and prioritisation to ensure service levels agreements are met
• Problems analysis and investigation work
• Proactively act as a mentor on specific knowledge areas with aim to develop TSG colleagues
• Exceptional organisational and administration skills to manage multiple investigation level of tickets in a fast and dynamic environment
• Keeping up to date with latest software / patches, communicating new features and product roadmap to internal and external stakeholders using effective communication channel
• Take responsibility for personal and professional development for team and own self
• Deputising when required in the absence of Team Leader
• Occasional onsite assistance to assist Customer transition or Customer engagement with TSG
• Always work safely in accordance with Legislative requirements and Company Policy and Procedures

This job description is not fully comprehensive of all duties and responsibilities, therefore, there may be an expectation from the business for an employee to perform additional duties or responsibilities not listed in the above. This also may mean the business can amend the job description from time to time.

Collaboration and Relationships:
• Work with the Sage Support Team Leader and Sage Support team to provide continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business
• Identify customer training or technology improvement opportunities with a view to reducing support issues

Knowledge, Skills and Experience

Your qualifications
• Accounts knowledge essential
• Proven track record of experience of Sage 200c
• Experience of Spindle, Credit Hound or Sicon also an advantage
• Good understanding of Microsoft Office products
• Proven track record of Microsoft SQL Server and fault finding

Your skills & knowledge
• Must be Customer Focused
• Excellent telephone manner
• Attention to detail, great analytical skills with a confident pro-active approach to work
• Ability to uncover root cause, propose solutions and preventative suggestions and deliver outcomes
• Excellent verbal & written communicator, recognising what communication is needed where and adapting channel and style to audience
• Experience with remote access software and associated technologies an advantage

Your experience
• Sage 200c Accreditation essential
• 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

Closing Date: 
Friday, October 18, 2019 - 17:30

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