Sage 200 Support Consultant
As a Sage 200 Support Consultant, you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers have a seamless experience.
Reporting to the Sage 200 Support Team Leader, the successful candidate will provide support to Sage 200 customers in a wide range of industries ensuring customers experience exceptional service.
Key responsibilities
Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
Product Advice: Provide context-specific advice to customers experiencing problems with our products.
Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on product enhancements.
Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
The Ideal Candidate
Our mission is to deliver projects efficiently, on time, and with precision - using skilled, professional, and engaged resources who are available, responsive, and positive. We remain focused on both customer success and individual performance, including utilisation and revenue.
Applicants should ideally have a number of years of Sage 200 support experience.
You should be proficient in SQL and have proven IT Support / Administration experience.
Experience with Sage ISVs such as Draycir or Sicon would be advantageous.
You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various departments.
The candidate will also be a good problem-solver, self-motivated and organised.
Actively promote Pinnacle services and software solutions, including providing training sessions as required.
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