Customer Support Analyst, Assoc, Install

There has never been a better time to join Sage.
We are a global leader in software and services for the small to medium sized business and we are looking to add you to our team. If you have technical experience, some accounting or CRM experience this would be preferred. We are also looking for someone with networking or installation in your background as it will be very helpful for this role.
We are creating our future now. We are making decisions, pulling together, and making changes in ways that will bring added value to our customers. We may not be new to the market, but we are bringing a new level of excitement and focus that the market needs and wants. It's a great time to be a part of Sage North America! Especially if you are a Customer Support Analyst. Are you ready to be a part of it?
The Customer Support Analyst is responsible for enhancing each customer's relationship with Sage by providing technical assistance for customers with questions or issues. This is an excellent full-time position! Do you think you are up for this opportunity? Then what are you waiting for...come on APPLY!
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.
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. 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.
Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.
High School Diploma or GED or equivalent experience required.
Six months to two years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; business intelligence; sales and customer relationship management; human resources, benefits, and payroll; information technology; construction and real estate; operations and inventory management.
Six months to two years of experience in a customer-facing role with the ability to build collaborative relationships through the use of 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 problem solving skills, including the ability to actively listen, and ask meaningful probing questions.
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.
Requires strong verbal, listening, and written communication skills.
Sage experience is preferred as you will be supporting multiple product lines on the installation team.

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.