Customer Support Analyst - (Night Shift) 3pm - 12am)

Job Description    

• Are you passionate about technology and delivering exceptional customer experiences? As a Technical Support Representative, you will be the trusted first point of contact for Sage customers, helping them unlock the full value of their Sage solutions. By combining strong technical expertise, critical thinking, and outstanding customer service, you will identify customer needs, resolve technical issues, and provide tailored solutions that drive customer success.
• You will play a key role in creating effortless customer experiences through efficient problem resolution, proactive support, and a commitment to first-contact resolution wherever possible. Your ability to build trust, solve problems, and advocate for customers will directly contribute to customer satisfaction, loyalty, and business success.

Location - 3 days per week out of our Johannesburg office.
Key Responsibilities    

Technical Support Excellence

• Investigate, diagnose, and resolve customer software and system issues by asking the right questions and identifying root causes.
• Apply strong analytical and troubleshooting skills to resolve low to moderately complex technical challenges.
• Act as a trusted technical advisor, leveraging available tools, resources, and knowledge bases to deliver effective solutions.
• Drive first-contact resolution while recognizing and escalating complex issues when necessary.
• Continuously develop product and technical knowledge through ongoing learning, training, and communication updates.

Customer Experience & Success

• Take ownership of the end-to-end customer support journey across phone, email, and chat channels.
• Deliver a professional, empathetic, and customer-centric experience with every interaction.
• Help customers maximize the value of their Sage solutions by promoting relevant features, resources, and best practices.
• Identify opportunities where additional Sage products or services can better support customer needs.
• Accurately document customer interactions, solutions provided, and escalation details using internal systems.

Collaboration & Continuous Improvement

• Contribute to the enhancement of knowledge articles, support documentation, processes, and customer experience initiatives.
• Work collaboratively with colleagues and cross-functional teams to resolve customer issues efficiently.
• Foster a positive and supportive team environment by sharing knowledge, offering solutions, and demonstrating respect for others.
• Effectively prioritize workload to balance customer expectations, business objectives, and operational efficiency.

Skills & Competencies
Communication

• Exceptional verbal and written communication skills, with the ability to explain technical concepts in a clear, simple, and customer-friendly manner.

Active Listening

• Demonstrates genuine curiosity and attentiveness to fully understand customer concerns and respond with confidence and accuracy.

Customer Focus

• Passionate about delivering outstanding customer experiences and building long-lasting customer relationships through personalized support.

Accountability

• Takes ownership of customer outcomes, follows through on commitments, and proactively seeks solutions to challenges.

Adaptability

• Thrives in a dynamic environment, embraces change, and remains resilient when managing varying customer situations and priorities.

Technical Expertise

• Demonstrates strong technical aptitude and the ability to quickly learn and apply knowledge of Sage products, systems, and support processes.

Analytical Problem Solving

• Uses critical thinking, logical analysis, and structured troubleshooting techniques to identify issues and deliver effective solutions.

Qualifications
Preferred (but not essential):

• Bookkeeping Certification
• Accounting Qualification or Certification

Experience
Essential

• Experience in a customer-facing environment, supporting customers via telephone, email, chat, or other digital channels.
• Experience working with computer systems, business software, and technology platforms.
• Strong customer service and problem-solving skills.

Advantageous

• Previous experience as a Technical Support Representative, Help Desk Analyst, Service Desk Consultant, or similar technical support role.
• Exposure to ERP, Accounting, Payroll, or Business Management software solutions.