Customer Service Intern - Sage

eg. Accountant or Accounting or Kempinski



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Job Description

To deliver expert knowledge to colleagues, businesses & business partners alike on both Sage Premier (COBOL), Sage Business Cloud Payroll Professional (SBCPP) & Sage 300 People. Be renowned for providing expert resolutions that continuously shift beyond the traditional ways of supporting businesses and how businesses want to operate.

Relentlessly finding ways to enable all our customers to be self-sufficient in minimizing time to solve complex application support queries. Contributing to a high performing team that is outstanding and exceeds our customer expectations. Be the contact point for all product related discussions and escalations.

 

Key Responsibilities

  • Maintain and improve expert product (both functional and technical) knowledge of the Sage Enterprise Product.
  • Create knowledge sharing initiatives. I.e. technical documents, webinars etc.
  • Convert support request trends into knowledge.
  • Ensuring that you have a good understanding of clients’ requirements at all times.
  • Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.

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  • Lead with strong customer service ethics.
  • Manage the logging process of software bugs or enhancements.
  • Participate and manage the Early Adopter program.
  • Manage and solve conflicts with Irate & difficult customers.
  • Be available 24/365 when required to assist customers / On standby.
  • Initiate and manage support stand-ups meetings.
  • Lead Site Rescues both on and off site.
  • Accurately log events of each customer query on our internal CRM.
  • Follow internal policies.
  • Be the last line of defense for the team.

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