Product Support - Specialist

Job description

Job Title

Product Support - Specialist

Job Description

The Sage People Product Support - Specialist is an experienced member of the Customer Services team with advanced Payroll system knowledge, supporting Payroll processes including P11D. The role could also extend to Sage People HR knowledge in the future.

This role primarily supports advanced customers in complex cases, driving customer service, NPS scores and technical expertise in the Sage People products. It is also fundamental to improving customer satisfaction in live services, enabling both customers and colleagues to grow their knowledge and understanding of the Sage People products.

Key Responsibilities

Key accountabilities and decision ownership:
• Adhere to Customer Service Team's SLA's and KPI's.
• Train and coach colleagues on the systems and associated processes
• Contribute to projects and large change initiatives to improve operational efficiency, quality and consistency.
• Support the Community Administrator and Customer Success in Customer Service-related queries, actions and escalations.
• Participate and collaborate on internal and customer knowledge sharing and enablement sessions and content.
• Respond to, investigate and resolve cases logged by 'advanced' customers via email and phone
• Configure Sage People and Payroll platforms to solve customer cases
• Manage the support queue and prioritize assigned cases accordingly
• Build trusted customer relationships for customer success
• Facilitate customer handovers to support

Skills, know-how and experience:
• HMRC Legislation and P11D knowledge
• Self-reliance and a desire to work in a time pressured, high energy, fast growing team.
• The ability to work autonomously in challenging customer environments, taking ownership and accountability.
• Proactive solution oriented problem-solving skills.
• Exhibits the mindset/skillset to deliver excellent Customer Service with the understanding of Incident, Problem and Service Request management processes.
• Advanced knowledge of the Sage People and Salesforce.com platform an advantage
• Advanced understanding of HR, Recruitment and Payroll related business processes an advantage
• Excellent customer facing skills, comfortable engaging via phone and email, able to easily interpret requirements into functional specifications.
• Strong written and verbal presentation skills
• Patience and tenacity in handling customer demands
• Experience working in a fast paced customer support environment
• Experience in HR / Payroll software and operations

Benefits? We have plenty...

• Video: https://www.youtube.com/watch?v=TCMtTYUUiuU
• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days • 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection • Holiday buy + sell
• Comprehensive health, dental, and vision coverage • Work away scheme for up to 10 weeks a year
• Ongoing training and professional development • Hybrid working
• Healthy Mind app membership • Access to various helpful memberships for finances, health and wellbeing

#LI-VK1

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

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