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

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.

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.

Why Join Sage?

At Sage, you'll have the opportunity to make a meaningful impact by helping customers succeed every day. You'll work in a collaborative, innovative environment where continuous learning, customer obsession, and professional growth are at the heart of everything we do.

If you're passionate about technology, problem-solving, and delivering world-class customer experiences, we'd love to hear from you.

Company Benefits:

• Work away scheme for up to 10 weeks a year.
• Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.
• Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.
• Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.
• Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.
• Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.
• Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,760 pm.
• Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.
• 15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.
• Paid 5 days yearly to volunteer through our Sage Foundation.
• Employee Assistance Program: free, 24/7 short-term counselling, practical support and coaching for you and your family.
• Flexible work patterns and hybrid working.