Sage Support Consultant

Key responsibilities

• Prompt Issue Resolution:
  Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.

• Customer Communication:
  Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.

• Product Advice:
  Provide context‑specific advice to customers experiencing problems with our products.

• Case Management:
  Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.

• Documentation:
  Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.

• Collaboration:
  
  Collaborate with internal teams and third‑party suppliers to resolve customer issues and provide feedback on product enhancements.

• Stay Informed:
  Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.

• Exceptional Customer Service:
  Strive to go above and beyond to resolve issues and ensure customer satisfaction.

• Our mission is to deliver projects efficiently, on time, and with precision - using skilled, professional, and engaged resources who are available, responsive, and positive. We remain focused on both customer success and individual performance, including utilisation and revenue.

• Applicants should ideally have a number of years of Sage 200 support experience.

• You should be proficient in SQL and have proven IT Support / Administration experience.

• Experience with Sage ISVs such as Draycir or Sicon would be advantageous.

• You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various departments.

• The candidate will also be a good problem‑solver, self‑motivated and organised.

• Actively promote Pinnacle services and software solutions, including providing training sessions as required.