Customer Support Specialist- Sage HCM

Job description

Job Title

Customer Support Specialist- Sage HCM

Job Description

We are hiring Customer Support Specialists for Sage HCM. In this role, you will investigate and troubleshoot complex customer issues through hands-on testing and root cause analysis. You'll collaborate with internal teams to validate findings, escalate defects and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices.

Key Responsibilities

• Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
• Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.
• Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.
• Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
• Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
• Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.

Skills, Know How, and Experience

• Prior experience in a customer support or service role (phone, email, or chat) at an HRIS/HCM or Payroll Technology company..
• Ability to analyze and reproduce technical customer issues.
• Demonstrated customer focus with the ability to educate and guide users.
• Solid problem solving skills with structured troubleshooting approaches.
• Comfort working in a fast paced environment with evolving priorities.
• Ability to use and navigate multiple IT systems
• Strong written and verbal communication skills

Preferred:
• Experience providing Level 2 or advanced technical support.
• Background in software troubleshooting or application support.
• Familiarity with defect escalation or issue tracking systems.

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

Advert

Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [email protected] .
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/