Sage
Website:
sage.com
Job details:
Skills & Know How
Must have:
- Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.
- Excellent communication and stakeholder management skills—able to handle sensitive customer interactions with professionalism and empathy.
- Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.
- Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.
Preferred:
- Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).
- Technical knowledge of Intacct / ERP systems and customer environments.
Key behaviours
- Empathetic, proactive, and customer obsessed.
- Demonstrates curiosity, ownership, and composure under pressure.
- Balances quality and efficiency to deliver excellent customer outcomes.
- Collaborative and solution-focused, contributing to team and organisational goals.
Technical / Professional Qualifications
- Bookkeeping or Accountant Certifications (an asset but not required)
This will be a Hybrid opportunity – 3 days in our Bangalore office. Since we have customers based out of US & Australia, an ideal candidate must be open to working in different shifts.
Key accountabilities and decision ownership:
- Support Experience Ownership: Take full ownership of Partner and Customer support experience, including strategic and high value accounts, from start to finish, ensuring swift, accurate, and empathetic resolution at first contact.
- Advanced Problem Solving: Independently diagnose and resolve multifaceted product and system issues using deep product knowledge and understanding of regional accounting and legislative differences.
- Continuous Improvement: Identify recurring themes and insights from Partner & Customer interactions, sharing feedback to improve product performance, service quality, and knowledge assets.
- Customer experience: Create exceptional customer experiences through clear communication, proactive support, and a genuine commitment to building lasting trust and confidence.
- Retention and growth support: Contribute directly to customer and partner retention by resolving issues quickly, identifying risk or opportunity signals.
- Collaboration: Partner closely with Escalation Specialists, Product, and Operations teams to share insights that improve support processes and customer outcomes.
Click on Apply to know more.