Job Description
Job Title Customer Support Executive
AdvertPeople make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.
We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
EOE AA/M/F/Vet/Disability Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: http://1sa.ge/EjaS30kzhpR
Job DescriptionThe Sage People Customer Services Executive is an experienced member of the Customer Services team with advanced Sage People HR and Payroll system and process knowledge.
This role primarily supports advanced customers in complex cases, driving customer service, NPS scores and technical expertise in the Sage People product. It is also fundamental to improving customer satisfaction in live services, enabling both customers and colleagues to grow their knowledge and understanding of the Sage People system.
Key Responsibilities
• Adhere to Customer Service Team’s SLA’s and KPI’s.
• Train and coach colleagues on the systems and associated processes
• Contribute to projects and large change initiatives to improve operational efficiency, quality and consistency.
• Support the Community Administrator and Customer Success in Customer Service-related queries, actions and escalations.
• Participate and collaborate on internal and customer knowledge sharing and enablement sessions and content.
• Respond to, investigate and resolve cases logged by ‘advanced’ customers via email and phone
• Configure Sage People and Payroll platforms to solve customer cases
• Manage the support queue and prioritize assigned cases accordingly
• Build trusted customer relationships for customer success
• Facilitate customer handovers to support
Preferred Qualifications:
– 2+ years of experience providing Customer/ technical support required
– Strong communication skills
– Experience in Payroll processing and supporting payroll solutions preferred
– Experience in HR software and operations is a huge plus
– Experience with salesforce is a huge plus.
Benefits and Compensation:
• 21 days paid time off to start
• 5 days paid time off to volunteer and give back to the community
• Company Bonus program
• Comprehensive medical, dental and vision coverage
• $5,250 tuition reimbursement per calendar year
• RRSP contribution match (100% up to 4%)
• $360 FitBucks per calendar year
• Peer recognition and rewards program
• All equipment to setup your work from home office (laptop, docking station, screens etc.)
• Campus activities and social events
Hear what our employees say about us:
According to our employee feedback on Comparably, we scored a 4.8/5 rating on our great company culture and our employees gave our CEO a score of 90/100. We also recently won awards for Best Company when it comes to diversity, compensation, women, work-life balance, leadership, and career growth, to name a few. Doesn’t this sound like the place you’d want to grow your career?
More of what we are:
Who is Sage: https://www.sage.com/en-us/company/about-sage/
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Sage Business Cloud – SaaS for Every Business: https://www.sage.com/en-us/products/
FunctionCustomer Operations
CountryUnited States
Office LocationRemote
Work Place typeHybrid