Job Title S200 Customer Support Expert Job Description The purpose of this role is to provide a 1st class level of customer service, by offering solutions to Sage Customers and Business Partners in line with the company vision. Delivering high quality technical support to meet Customer/Business Partner needs in accordance with defined standards, best practice & agreed deadlines. Hybrid - 3 days in our Newcastle office (global headquarters) Key Responsibilities Offer high quality technical support to members of the Business Partner Community and to direct customers incorporating: • Delivery of technical solutions via a variety of communication channels • Delivery of a consistently excellent level of Customer Service to our partners & customers by understanding & delivering the underpinning team standards and procedures Inc. adherence to service levels. • Demonstration & delivery of exceptional problem solving and troubleshooting skills. • Ability to question to appropriately assess business impact. • Continuous self-development of product knowledge and performance by attending training, utilising eLearn's, embracing feedback from peers & managers to improve performance both from an individual and team perspective. • Knowledge share with peers and team members. • Creation and validation of knowledge share via digital channels. • Build and maintain relationships with key stakeholders to drive continuous • improvement within the product, team and self. • Supporting and embracing change with a positive 'can do' approach. • Ensure a positive Net Promoter Score. • Ensure protection of customer renewals. • Maturity, effective judgement and ability to make informed and balanced decisions. Your benefits: • Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage. • 25 days of paid annual leave with the option to buy up to another 5 days • 8 bank holiday days • Paid 5 days yearly to volunteer through our Sage Foundation • 50% income protection • Holiday buy sell • Comprehensive health, dental, and vision coverage • Work away scheme for up to 10 weeks a year • Ongoing training and professional development • Hybrid working • Healthy Mind app membership • Access to various helpful memberships for finances, health and wellbeing LI-AD1 Function Customer Operations Country United Kingdom Office Location Newcastle Work Place type Hybrid Advert 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/