About the Role: Provide technical product support to customers via live chat, email, and screen share support by handling inquiries, and troubleshooting technical product-related issues.
Our Technical Support
Analyst role is a great opportunity for anyone looking to break into the tech scene! You will become an inventory forecasting expert and offer best practices to our growing retail customer base. This role may be a fit for you if you are a curious self-starter with a love to troubleshoot.
This role works cross functionally with virtually all of our departments, so you’ll be able to see how a SaaS company operates. Your day-to-day will consist of answering clients’ incoming messages, responding to emails, and resolving support tickets. Come join the Inventory Planner by Sage team and enable our merchants to grow Key Responsibilities Your Day-to-Day: Handle inbound customer inquiries via live chat, email, and screen share support
Clearly articulate our product’s solution, its practical use, and how it fulfills our customers’ business requirements
Troubleshoot and replicate customer reported issues
Document discoveries with clear reproduction steps and analysis for internal review
Ability to recognize severity of issues and react appropriately
Ability to work on time sensitive issues and provide timely resolution with clear customer communication
Ability to identify and report trends and/or product knowledge gaps
Build team-oriented relationships internally within other departments
Document and update customer records based on interactions
Provide input to the strategy for ensuring great customer outcomes
Collaborate with colleagues on special projects that contribute towards improved usage of the software, integrations, and interfacing with strategic partners
Leverage technical analysis, product usage data, and customer insights to proactively identify revenue growth opportunities with existing customers within the Sage ecosystem
Help shape and develop company culture by:
Working in an open and transparent manner
Collaborating with other team members
Maintaining a continuous learner mindset About You: Participate in set targets per month.
Maintain support screen share calls on an as-needed basis.
Maintain a CSAT score of 90%+ as it pertains to the support interaction provided by the agent and not graded on the product.
Maintain quality escalations to the Advanced Support and Engineering teams with clear reproduction steps.
Ensure a Customer First Approach - FIFO while prioritizing higher tiers, updating the customer in a timely manner, and fully answering tickets.
Achieve consistently all L1 agent goals.
Experience with ecommerce platforms such as Shopify, Amazon etc. is preferred.