Product Support Expert: Enterprise Management HR
The Sage Group plc
Johannesburg
9d ago

Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes from single-

person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success.

As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.

Job Description

To Impart extraordinary knowledge to colleagues and businesses alike. Be renowned for providing expert resolutions that continuously shift beyond the traditional ways of supporting businesses and how businesses want to operate.

Relentlessly finding ways to enable all our clients to be self-sufficient so that they maintain healthy businesses, whilst continuing to efficiently run their daily operations effortlessly.

Contributing to a high performing team that is outstanding and exceeds our customer expectations.

Key Responsibilities

1.Maintain and improve expert product (both functional and technical) knowledge of the Sage Product.2.Create knowledge sharing initiatives.

I.e. technical documents, webinars etc.3.Convert support request trends into knowledge. 4.Ensuring that you have a good understanding of clients’ requirements at all times.

5.Consider the benefits and impacts of the solutions you provide prior to implementation of the solution. 6.Lead with strong customer service ethics.

7.Manage the logging process of software bugs or enhancements.8.Participate and manage the Early Adopter program.9.Manage and solve conflicts with Irate & difficult customers.

10.Be available 24 / 365 when required to assist customers / On standby. 11.Initiate and manage support stand-ups meetings.

12.Lead Site Rescues both on and off site.13.Accurately log events of each customer query on our internal CRM.14.Follow internal policies.

15.Be the last line of defence for the team. Skills, know-how and experience needed for the role : 1.2 years’ experience on Enterprise Management HR working with support requests.

2.Proven record of creating solutions that are relevant to the customers context.3.Certification on Enterprise Management HR.

4.Computer Knowledge (MS Office : Excel, Word, Power point and Browsers).5.Have excellent communication skills written and verbal6.

Deadline driven and work without supervision7.Use Critical Thinking to think logically and rationally. 8.Use Process (Product) thinking to determine the query and the outcome needed.

9.Self-starter Take initiative and be willing to Innovate10.Manage Uncertainty effectively.11.Be certified for all product learning units.

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