Customer Services Agent - Sage

This role forms an integral part of contributing towards the overall Sage strategy of cloud first, and delivering expert knowledge towards effortless Omni channel experience across multiple products and platforms.

Key Responsibilities

• Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
• Create knowledge-sharing initiatives for Customer Support and online platforms. I.e. Knowledgebase articles, Sage City posts, email communications, webinars etc
• Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes
• Identifies the root cause of the customer's 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 by 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
• Continously 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.

Qualifications Required

• Bachelor's Degree/ National Diploma in IT/ Finance/related
• 1-2 years related experience