{"id":2997980,"url":"https://alion.io/job/sage-customer-support-analyst","title":"Customer Support Analyst","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":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-30T05:48:23Z"}},"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":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":138000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-30T08:08:16Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"The Customer Support Analyst identifies customer needs and resolves technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.This role is hybrid, three days per week onsite in the Lawrenceville office.\nResponsibilities\nTechnical support focused:\nThrough excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues.\nDemonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.\nServes as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)\nEnsures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.\nCustomer Service Essentials:\nOwns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals.\nAssists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs.\nContributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.\nDocuments customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.\nWorks collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.\nPrioritize work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.\nSkills and Know-How:\nCommunicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.\nActively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.\nDemonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.\nTakes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.\nHas the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.\nDemonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.\nSolves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions\nKey Behaviors\nDriven, likeable, curious, bold, caring and resilient.\nPrioritize work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.\nPerks? We have plenty.\nCompetitive salaries that landed us top 5% of similar sized companies (according to Comparably)\nComprehensive health, dental and vision coverage\n401(k) retirement match (100% matching up to 4%)\n32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)\n18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date\n5 days paid yearly to volunteer (through Sage Foundation)\n$5,250 tuition reimbursement per calendar year starting 6 months after hire date\nSage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)\nLibrary of on demand career development options and ongoing training offerings\nDig deeper about who we are:\nWho is Sage: https://www.sage.com/en-us/company/about-sage/\nLife at Sage: https://www.sage.com/en-us/company/careers/\nOur Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be\nHow we make a difference: https://www.sage.com/en-us/company/sage-foundation/\nSage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/","description_format":"text","description_chars":4651,"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":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-10-21T11:20:23Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.533,"p_room":0.9,"age_days":30,"expected_fill_days":45,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/sage-customer-support-analyst","json_url":"https://alion.io/job/sage-customer-support-analyst.json","meta":{"generated_at":"2026-10-30T09:53:46Z","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":14175,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"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"},{"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"},{"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"},{"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\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsage-customer-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2997980}},{"tool":"search_jobs","arguments":{"company":"sage.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2997980},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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