Support Agent - Customer Services

Are you passionate about technology, problem-solving, and delivering exceptional customer experiences? We're looking for a Customer Support Specialist to join our Sage 50c support team.

In this role, you will provide expert technical support to Sage 50c customers, helping them resolve complex product and system issues with confidence and efficiency. You will investigate customer challenges, identify root causes, and deliver practical, well-structured solutions that minimize disruption to their business operations.

Working closely with customers, business partners, advisors, and internal stakeholders, you'll play a key role in enhancing the customer experience while contributing to continuous product improvement, knowledge sharing, and digital transformation initiatives.

Location - 3 days per week out of our Johannesburg office.

Key Responsibilities

Customer & Technical Support

• Deliver expert-level support for complex Sage 50c product and technical queries.

• Diagnose, investigate, and resolve software and system issues using structured troubleshooting and analytical techniques.

• Identify root causes and recommend clear, sequential solutions that enable successful issue resolution.

• Ensure customer issues are resolved with minimal impact on their live processing environments.

• Accurately document all customer interactions, investigations, and resolutions within the CRM system.

• Encourage customer feedback through post-interaction satisfaction surveys.

Product Expertise & Continuous Improvement

• Provide specialist guidance to Customer Support teams, advisors, partners, and alliances on complex product-related matters.

• Communicate product updates, software releases, enhancements, and bug fixes to internal stakeholders in a timely manner.

• Monitor support trends to identify recurring issues and recommend proactive customer communications and educational initiatives.

• Manage the logging and tracking of software defects and enhancement requests, ensuring appropriate follow-up and resolution.

• Contribute to product enhancement initiatives and support ongoing digital transformation projects that improve customer experience and operational efficiency.

Collaboration & Knowledge Management

• Collaborate effectively with cross-functional teams to deliver outstanding customer outcomes.

• Identify knowledge gaps within the support function and partner with line management and training teams to develop learning solutions.

• Capture, maintain, and enhance internal knowledge resources to improve support quality and consistency.

• Actively participate in internal projects, process improvements, and training initiatives.

• Demonstrate flexibility by supporting additional products within Customer Support as business needs evolve.

Operational Excellence

• Effectively prioritize workload and adapt to changing business demands while maintaining service excellence.

• Manage productivity, availability, and performance metrics in line with departmental benchmarks.

• Continuously expand product knowledge and remain current with new functionality, technologies, support processes, and industry best practices.

• Build strong customer relationships by understanding business requirements and delivering exceptional service with every interaction.

Skills, Knowledge & Experience

Essential

• Sage 50c Product Certification.

• Strong understanding of customer support platforms and customer experience best practices.

• Excellent written and verbal communication skills.

• Exceptional technical writing and documentation abilities.

• Strong analytical thinking with proven troubleshooting and problem-solving capabilities.

• Ability to investigate technical issues by asking insightful questions and simplifying complex business processes.

• Ability to quickly learn and apply new technical knowledge.

• Comfortable working within established policies, procedures, and standardized support tools.

• Excellent time management skills with the ability to work independently and manage competing priorities.

• Ability to remain composed and professional when handling challenging customer interactions.

• Strong understanding of customer support escalation procedures.

• Ability to work effectively with minimal supervision while adapting to changing priorities.

Technical Competencies

• Strong technical troubleshooting and diagnostic skills.

• Excellent written and verbal communication.

• High attention to detail and accuracy.

• Customer-focused mindset with a passion for delivering exceptional service.

• Ability to analyze trends and recommend continuous improvements.

• Experience within the accounting software or technology industry will be advantageous.

What Success Looks Like

The successful candidate will be a trusted product expert who combines technical excellence with outstanding customer service. You'll thrive in a fast-paced environment, enjoy solving complex challenges, and continuously seek opportunities to improve processes, enhance customer satisfaction, and contribute to the success of both our customers and the wider support team.

Company Benefits:

• Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.

• Work away scheme for up to 10 weeks a year

• 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 R2,400 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 counseling, practical support and coaching for you and your family.

• Flexible work patterns and hybrid working

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