Job Description

Role: To identify customer needs and resolve technical issues regarding Sage's products and services, demonstrating strong problem-solving capabilities to maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.




Skills & Know How


Must have:


- Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.


- Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.


- Excellent communication and stakeholder management skills--able to handle sensitive customer interactions with professionalism and empathy.


- Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.


- Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.




Preferred:


- Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).


- Technical knowledge of Intacct / ERP systems and customer environments.




Key behaviours


- Empathetic, proactive, and customer obsessed.


- Demonstrates curiosity, ownership, and composure under pressure.


- Balances quality and efficiency to deliver excellent customer outcomes.


- Collaborative and solution-focused, contributing to team and organisational goals.


Technical / professional qualifications


- Bookkeeping or Accountant Certifications (an asset but not required)




This will be a Hybrid opportunity - 3 days in our Bangalore office. Since we have customers based out of US & Australia, an ideal candidate must be open to working in different shifts.





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Key Responsibilities

Key accountabilities and decision ownership:


- Support Experience Ownership: Take full ownership of Partner and Customer support experience, including strategic and high value accounts, from start to finish, ensuring swift, accurate, and empathetic resolution at first contact.
- Advanced Problem Solving: Independently diagnose and resolve multifaceted product and system issues using deep product knowledge and understanding of regional accounting and legislative differences.
- Continuous Improvement: Identify recurring themes and insights from Partner & Customer interactions, sharing feedback to improve product performance, service quality, and knowledge assets.
- Customer experience: Create exceptional customer experiences through clear communication, proactive support, and a genuine commitment to building lasting trust and confidence.
- Retention and growth support: Contribute directly to customer and partner retention by resolving issues quickly, identifying risk or opportunity signals.
- Collaboration: Partner closely with Escalation Specialists, Product, and Operations teams to share insights that improve support processes and customer outcomes.






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