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Support Agent - Customer Services

Sage | Johannesburg, Gauteng | ZA

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If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Support Agent - Customer Services - Sage below matches your qualifications. Good Luck: D

Job Description Sage is a rapidly growing technology company that values innovation, creativity, and diversity. We pride ourselves on being at the forefront…...

Job Description Sage is a rapidly growing technology company that values innovation, creativity, and diversity. We pride ourselves on being at the forefront of cutting-edge technology and providing our customers with exceptional service. Our success is built on our people and we believe that our employees are our greatest asset. We are looking for aspiring Customer Services Interns to join our program and help us accelerate our growth.

The purpose of the role is to provide support to our Sage customers. Help our customers define the context of the issue, then narrow down the cause by continuously analyzing the information available, and to find and analyze solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment. In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product.
Key Responsibilities Key accountabilities and decision ownership:

  • Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders

  • Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes

  • Identifies the root cause of the customers software or system issues and uses system analysis and testing techniques to solve highly complex application or system issues

  • Monitors trending customer issues to develop proactive communication and customer education

  • Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms

  • Manages the logging process of software bugs or product enhancements and ensures timeous resolution

  • Works collaboratively with internal and external stakeholders

  • Continuously finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries

  • Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization

  • Remains relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.

  • Actively participate in internal projects such as product enhancements processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

  • Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap

  • Flexibility in supporting/moving to other products within CS(demand driven)

  • Ensuring that you have a good understanding of clients’ requirements

  • Apply yourself to Investigate queries by narrowing down the cause of the issue.

  • Prepare response that’s articulate how fixes should be applied sequentially and methodically.

  • Accurately log events of each customer query on our internal CRM.

  • Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimize team capacity.

  • Encourage our customers to complete your after-call survey.

  • Grow your product knowledge.

  • Grow your customer service engagement with our customers.

  • Follow internal policies. Skills, know-how and experience

    • Information :

    • Company : Sage
    • Position : Support Agent - Customer Services
    • Location : Johannesburg, Gauteng
    • Country : ZA

    How to Submit an Application:

    After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Support Agent - Customer Services job info - Sage Johannesburg, Gauteng above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Support Agent - Customer Services job info - Sage Johannesburg, Gauteng in 26-06-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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    Post Date : 26-06-2024

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