About the role
Your role will manage day-to-day workflow of consultants and be first escalation point, providing 1st class customer service to customers.
Your responsibilities will include but not limited to:
Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
Escalate issues and incidents effectively to Help Desk Manager as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
Actively promote Sage services and software solutions, including providing training sessions as required
Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, and participating in product system and functionality testing as required
Ensuring the on-going performance and maintenance of the software and provision of any assistance or advice to other departments
Other duties as required from time to time
Experience managing a team and allocating/prioritising workflow
Experience working in a call-centre/helpdesk environment
Experience providing support for complex/technical product, solution and/or software products and/or services
Strong attention to detail
Ability to prioritise effectively
Exceptional customer service ethic
Strong analytical problem solving experience
Excellent verbal and written communication skills
Results oriented and highly organised
Self-motivated and driven to succeed
Ability to work on own initiative
Familiarity and technical experience with Sage software will be advantageous
Familiarity and technical experience with accounting practices
Sage is the market leader for integrated accounting, payroll and payment systems, supporting the ambition of the world’s entrepreneurs.
Like many of the businesses we serve, Sage began as a small business and has grown beyond what seemed imaginable. Today over 13000 colleagues now support millions of entrepreneurs across 23 countries as they power the global economy.
It is these entrepreneurs who are the drivers of prosperity and it’s our privilege and honour to serve them. We take real pride from how many of our customers have flourished and, that our products have grown with them as they moved from start-up to successful, international businesses.
In a world where only the voices of the biggest are heard, we will always fight to hear the voice of the entrepreneur.
An innovator today and tomorrow
Our smart people use the smartest technology to reinvent and simplify business accounting - working with a thriving community of entrepreneurs, business owners, tradespeople, accountants, partners and developers.
We enable our customers to focus on their business and help them to leapfrog to the future.
Inventing the future
We are changing the way that millions of businesses track the movement of money through their business. We are also changing the way we do business. And as a FTSE 100 business we believe in a socially-responsible world and we are active in supporting our local communities and invest in making a real difference through the philanthropy of the Sage Foundation. Our Sage Foundation is based on the 2+2+2 model - 2% of free cash flow, 2% of colleagues' time and up to 2 free products each year to charitable organizations. Colleagues are empowered to give to the causes that matter to them.
Our customers make life-sacrifices. They take risks to follow their dreams and pursue their passions and, on this, global prosperity is built. They deserve a bigger voice and we will always work hard to champion this noble cause.