Job Description

Customer Services Analyst Job Description: To identify customer needs and resolve account issues, maximizing first-time resolution to enhance customer relationships, reduce customer effort and provide an exceptional Sage experience. *This is hybrid role: 3 days per week in Lawrenceville office.* Key Responsibilities: Key accountabilities and decision ownership ● Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics, and goals. ● Drives first call resolution by using available resources and tools, such as blueprints. ● Stays up to date on technical and business knowledge in all assigned applications, as well as processes and procedures ● Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage's solutions to address their needs. ● Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems, and processes. ● Documents customer contact, using relevant systems, in a clear, concise, and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources. ● Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. ● Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage. ● Delivers on commitments, communicates the status of work, and requests assistance where required Skills and know-how - Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems. - Active Listening Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand. - Customer Focus Demonstrates an understanding of customers' needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships. - Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes. - Compliance - Ability to follow processes and procedures to ensure performance is in line with expectations - Knowledgeable - Ability and willingness to develop product and service specific knowledge to deliver the maximum value to customers. - Digital Literacy - Ability to work across a variety of engagement channels, systems, and tools, with commitment to upskilling as new and emerging platforms come into play. Key behaviours - Driven, likeable, curious, bold, caring, and resilient. Key performance indicators: - First Contact Resolution - Customer Satisfaction - Average Handle Time - Transfers / Escalations Experience - Customer facing role (either by phone, voice, or chat) - Experience of working with and using IT systems Your benefits at Sage: - Comprehensive health, dental, and vision coverage - 401(k) retirement match (100% matching up to 4%) - 21 days paid time off (+1 floating holiday) - 5 days paid yearly to volunteer (through Sage Foundation) - Sage Wellness Rewards Program (flexible ways to use wellness credit and fitness reimbursement) - A library of on-demand career development options and ongoing training offerings Dig deeper about who we are: Who is Sage: Life at Sage: Our Values & Behaviors: How we make a difference: Sage Business Cloud - SaaS for Every Business: Function: Customer Operations Country: United States Office Location: Lawrenceville Work Place type: Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

Job Tags

Holiday work, Flexible hours, Shift work, 3 days per week,

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