Team is responsible for resolving customer queries related to online access and and platform related issues within agreed team SLAs while maintaining superlative customer satisfaction level. This role requires the candidate to utilize positive communication skills and analytical skills to achieve the group objectives.
Key Accountabilities
Describe in detail the responsibilities of the job
Assist internal and external customers around the world with technical issues by appropriate communication channels in a calm, courteous and knowledgeable manner
Troubleshoot access problems by developing an understanding of Sage systems and processes, and understanding how they interact with systems used by our customers
Collaborate effectively in a global team, providing regular updates to senior team members
Follow standard operating procedures to gather information from customers that can be used to resolve tickets
Under the guidance of the manager, adhere to set Service Level Agreements (SLA’s), ensuring work is completed within the defined timelines




Collaborate with other teams within the Customer Services and Fulfilment division to efficiently resolve customer tickets
Engage in continuous improvement exercises, contributing to process documentation for ongoing optimisation of customer service practices.
· Support knowledge base articles development and the CX initiatives of the company
· Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
· Supporting other team members to develop specialized skills set on various aspects of the processes.
· Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation.
Skills, Qualifications & Experience
Functional Knowledge & skills
Excellent analytical & reasoning skills and keen attention to detail
Reasoning/problem solving ability
Excellent customer service an

📌 Online Technical Support (Dehradun)
🏢 Sage
📍 Dehradun