Technical Support Analyst L2

The Role: We are looking for an Advanced Technical Support Analyst with strong technical knowledge and experience working closely with engineering teams. This role is crucial in providing top-notch technical product support to customers through various channels, including calls, emails, and Microsoft Teams Meetings. We seek a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting complex technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise effectively between engineering and our customers as well as internal teams to resolve issues promptly, and ensure clear communication with all parties involved to maintain a high level of customer satisfaction. If you have a passion for customer service, technology, and a commitment to exceeding customer expectations, we would love to hear from you. Your Day-to-Day: Engage with Customers: Spend your day handling inquiries via our ticketing system, making calls, and ensuring customers get the support they need. Troubleshoot Issues: Deep dive into troubleshooting and replicating customer-reported issues using tools like JIRA, GitHub, and other internal systems to find solutions. Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers. Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services. Internal Collaboration: Build collaborative relationships within other departments to enhance the support process. Customer Empowerment: Promote the use of our resources to help customers proactively solve their problems. Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate. Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services. Handle Escalations: Manage escalations from L1 agents, ensuring complex issues are resolved efficiently and effectively. Liaise with Engineering: Work closely with engineering teams to discover bugs, help implement fixes and handle high-priority issues by communicating effectively with other teams.

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. It's why we were awarded 2024 Best Places to Work by Glassdoor. 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-gb/company/careers/working-at-sage/ Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE 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 at careers@sage.com. Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/