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 prospect 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

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 collaborative 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.

-Inventory management workflow experience preferred.

-Technical experience with SaaS platforms preferred.

-Experience in a phone-based technical role preferred.

Customer Operations

India

Bangalore

Hybrid

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/

Product Support Expert

**Job Description** :

**Key Responsibilities** :

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**Advert**
Equal Employment Opportunity (EEO)
Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities.

Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

Required Skill Profession

Other General

📌 Product Support Expert (Bengaluru)
🏢 Sage
📍 Bengaluru