Advisor Support at Sage

Job ID: 2017-15243

Job Description

• They will be responsible for supporting the new Sage One Advisers as well as assisting existing Sage One advisers on boarding customers and recruiting new customers.
• This individual will be the first line support for Advisers.
• Sage One Accounting Adviser Support consultant’s primary responsibility is to deliver excellent customer service.
• Perform troubleshooting functions and provide accurate information to the Sage customer base, while working in a highly pressurised environment.
• Sage One Support will be provided telephonically and via email correspondence which will involve in-depth technical assistance as well as accounting advice.
• Support consultants must be highly knowledgeable about the company’s products or applications so that they can assist users, employees, and clients with any issues they may have.

Responsibilities

• Ensuring first class service for Advisors
• Technical Product Knowledge
• Resolving Adviser queries telephonically and via email
• Troubleshooting
• Updating CRM system with all client communications including calls, emails and meetings
• Handling Adviser technical queries and escalations, responding in a timely manner to all advisers’ inquiries received via email, calls and tickets.
• Assist Advisers with customer migration from incumbent system to Sage One
• Compile feedback from Advisers and communicate to the management teams
• Create resources (processes/videos) for frequently asked questions from the Advisers to ensure Adviser experience is world class
• You may be asked to undertake other tasks which are commensurate to the role and grade

Qualifications

• Strong customer service ethic and high attention to detail.
• Relevant Product Knowledge & Technical knowledge as required in your support team.
• Strong trouble-shooting and excellent communication skills.
• Patience with dealing with client queries and the ability to handle repetitive tasks.
• The ability to work within a team as a team player.
• Always be up to date with product changes and developments.
• Cooperation and willingness.
• Deadline driven
• An interest and intrigue in the emerging online accounting market.