Pinnacle, the technology division of K3 Advisory Group, have a new opportunity as a Sage 200 Support Consultant. In this role you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers have a seamless experience.
Reporting to the Sage 200 Support Team Leader, the successful candidate will provide support to Sage 200 customers in a wide range of industries ensuring customers experience exceptional service.
This role operates on a predominantly work from home basis (within the UK) with occasional travel to an office for training, team events etc.
Key responsibilities
* Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
* Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
* Product Advice: Provide context-specific advice to customers experiencing problems with our products.
* Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
* Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
* Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on product enhancements.
* Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
* Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
The Ideal Candidate
Our mission is to deliver projects efficiently, on time, and with precision - using skilled, professional, and engaged resources who are available, responsive, and positive. We remain focused on both customer success and individual performance, including utilisation and revenue.
* Applicants should ideally have a number of years of Sage 200 support experience.
* You should be proficient in SQL and have proven IT Support / Administration experience.
* Experience with Sage ISVs such as Draycir or Sicon would be advantageous.
* You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various departments.
* The candidate will also be a good problem-solver, self-motivated and organised.
* Actively promote Pinnacle services and software solutions, including providing training sessions as required.
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