{"id":3105865,"url":"https://alion.io/job/sage-customer-support-analyst-night-shift-3pm-12am","title":"Customer Support Analyst - (Night Shift) 3pm - 12am)","company":{"id":8779,"name":"Sage","domain":"sage.com","url":"https://alion.io/company/sage","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Sage Careers","truth_index":{"grade":"A","score":91,"open_postings":11,"ghost_share":0,"stale_share":0.364,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"closed","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T04:35:00Z","board_verified":false,"closed_at":"2026-10-26T04:35:00Z","days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Are you passionate about technology and delivering exceptional customer experiences? As a Technical Support Representative, you will be the trusted first point of contact for Sage customers, helping them unlock the full value of their Sage solutions. By combining strong technical expertise, critical thinking, and outstanding customer service, you will identify customer needs, resolve technical issues, and provide tailored solutions that drive customer success.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.\nLocation - 3 days per week out of our Johannesburg office.\nResponsibilities\nTechnical Support Excellence\nInvestigate, diagnose, and resolve customer software and system issues by asking the right questions and identifying root causes.\nApply strong analytical and troubleshooting skills to resolve low to moderately complex technical challenges.\nAct as a trusted technical advisor, leveraging available tools, resources, and knowledge bases to deliver effective solutions.\nDrive first-contact resolution while recognizing and escalating complex issues when necessary.\nContinuously develop product and technical knowledge through ongoing learning, training, and communication updates.\nCustomer Experience & Success\nTake ownership of the end-to-end customer support journey across phone, email, and chat channels.\nDeliver a professional, empathetic, and customer-centric experience with every interaction.\nHelp customers maximize the value of their Sage solutions by promoting relevant features, resources, and best practices.\nIdentify opportunities where additional Sage products or services can better support customer needs.\nAccurately document customer interactions, solutions provided, and escalation details using internal systems.\nCollaboration & Continuous Improvement\nContribute to the enhancement of knowledge articles, support documentation, processes, and customer experience initiatives.\nWork collaboratively with colleagues and cross-functional teams to resolve customer issues efficiently.\nFoster a positive and supportive team environment by sharing knowledge, offering solutions, and demonstrating respect for others.\nEffectively prioritize workload to balance customer expectations, business objectives, and operational efficiency.\nSkills & Competencies\nCommunication\nExceptional verbal and written communication skills, with the ability to explain technical concepts in a clear, simple, and customer-friendly manner.\nActive Listening\nDemonstrates genuine curiosity and attentiveness to fully understand customer concerns and respond with confidence and accuracy.\nCustomer Focus\nPassionate about delivering outstanding customer experiences and building long-lasting customer relationships through personalized support.\nAccountability\nTakes ownership of customer outcomes, follows through on commitments, and proactively seeks solutions to challenges.\nAdaptability\nThrives in a dynamic environment, embraces change, and remains resilient when managing varying customer situations and priorities.\nTechnical Expertise\nDemonstrates strong technical aptitude and the ability to quickly learn and apply knowledge of Sage products, systems, and support processes.\nAnalytical Problem Solving\nUses critical thinking, logical analysis, and structured troubleshooting techniques to identify issues and deliver effective solutions.\nQualifications\nPreferred (but not essential):\nBookkeeping Certification\nAccounting Qualification or Certification\nExperience\nEssential\nExperience in a customer-facing environment, supporting customers via telephone, email, chat, or other digital channels.\nExperience working with computer systems, business software, and technology platforms.\nStrong customer service and problem-solving skills.\nAdvantageous\nPrevious experience as a Technical Support Representative, Help Desk Analyst, Service Desk Consultant, or similar technical support role.\nExposure to ERP, Accounting, Payroll, or Business Management software solutions.\nWhy Join Sage?\nAt 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.\nIf you're passionate about technology, problem-solving, and delivering world-class customer experiences, we'd love to hear from you.\nCompany Benefits:\nWork away scheme for up to 10 weeks a year.\nLife Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.\nIncome 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.\nCritical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.\nFuneral 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.\nProvident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.\nMedical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,760 pm.\nSage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.\n15 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.\nPaid 5 days yearly to volunteer through our Sage Foundation.\nEmployee Assistance Program: free, 24/7 short-term counselling, practical support and coaching for you and your family.\nFlexible work patterns and hybrid working.","description_format":"text","description_chars":6236,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Continuous learning","Flexible schedule","Hybrid work","Life insurance","Professional development"],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-10-22T19:10:43Z"},{"event":"close","at":"2026-10-26T04:35:00Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/sage-customer-support-analyst-night-shift-3pm-12am","json_url":"https://alion.io/job/sage-customer-support-analyst-night-shift-3pm-12am.json","meta":{"generated_at":"2026-10-28T05:24:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7162,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8779},"rest":"https://alion.io/mcp/rest/get_company?id=8779"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsage-customer-support-analyst-night-shift-3pm-12am"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsage-customer-support-analyst-night-shift-3pm-12am"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsage-customer-support-analyst-night-shift-3pm-12am"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sage-customer-support-analyst-night-shift-3pm-12am\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsage-customer-support-analyst-night-shift-3pm-12am"}]}