Online Technical Support Advisor - Fixed Term Maternity Cover until 31/12/2025

About our Team:

The Sage Online Technical Support team plays a pivotal role in ensuring the seamless operation of our products and services, serving as the first line of assistance for customers and clients. This dynamic team is dedicated to resolving technical issues, providing authoritative guidance, and delivering outstanding customer service. We are instrumental in troubleshooting problems and offering solutions. The team builds strong customer relationships, and adds to the success of our organization by maintaining a high level of customer satisfaction and safeguarding Sage's reputation. The team sits within the Global Circulation Department, and we work closely with other functions, including operations, sales, IT & editorial. Our day-to-day work consists of efficiently dealing with customer queries, and ensuring work is completed within our Service Level Agreements. We also use our expertise and experience to work with other departments to drive customer centric change to our platforms and working practices.

Could you be our new Online Technical Support Advisor?  

As a key problem solver, you'll adeptly address customer concerns, maximising your tech expertise. If you possess a passion for customer service, tech proficiency, and are keen to pursue your own professional development this role could be for you. You are a problem solver and are confident in your decision-making skills. As this is an entry role, you are happy to bring your ideas forward with the guidance and help of members of your team. An ideal candidate can showcase a commitment to customer service and is a strong, confident communicator.

Your new role:

• Use our ticketing system Freshdesk to effectively handle customer tickets.
• Triage and advance customer problems to other teams using standard processes.
• Learn and understand our processes.
• Participate in smaller and larger meetings and learn how to adapt and present yourself in a new business environment.
• Accept guidance from more senior team members to help you learn more complex queries and build on our knowledge.
• Build a network around the business to ensure you have a good understanding of the academic world and Sage’s role in it.
• Begin to shape your own career development.

If you have a disability and need any support during the application process, please contact humanresources@sagepub.co.uk. We will respond to any requests for support in a timely manner. All qualified applicants are encouraged to apply.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

Closing date: 11/10/2024