Technical Support Specialist

2 weeks ago


Austin, Texas, United States Sage Group plc Full time
Job Title: Technical Support Analyst L1

You will be a key member of our customer support team, providing timely and effective solutions to our customers' technical product-related issues. As a Technical Support Analyst L1, you will be responsible for handling customer inquiries, troubleshooting technical issues, and articulating our product's solution and its practical use.

Key Responsibilities:
  • Handle 100+ support tickets per month
  • Support screen share calls on an as-needed basis
  • Document discoveries with clear reproduction steps and analysis for internal review
  • Document and update customer records based on interactions
  • Provide input to the strategy for ensuring great customer outcomes
Requirements:
  • Experience in a customer-facing role (technical, phone-based preferred)
  • Nice to have experience with ecommerce platforms such as Shopify, Amazon, etc.
  • Inventory management workflow
  • Technical experience with SaaS platforms
Perks:
  • Competitive salaries that landed us top 5% of similar-sized companies (according to Comparably)
  • Comprehensive health, dental, and vision coverage
  • 401(k) retirement match (100% matching up to 4%)
  • 21 days paid time off (+1 floating holiday)
  • 5 days paid yearly to volunteer (through Sage Foundation)
  • Sage Wellness Rewards Program (flexible ways to use wellness credit and fitness reimbursement)
  • A library of on-demand career development options and ongoing training offerings

At Sage, 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 Learn more about DEI at Sage.



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