Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Hard Skills

Knowledge Base Finance Software Help Desk Support Cross-Functional Collaboration Customer Development Help Desk Support Online Communication Organizational Structure

Other Skills

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Microsoft Office
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Technical Acumen
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Quality Assurance
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Non-Verbal Communication
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Analytical Skills
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Time Management
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Teamwork
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Customer Service
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Organizational Skills
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Stress Management
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Detail Oriented
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Logical Reasoning
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Problem Solving

Roles & Responsibilities

Graduate or Postgraduate degree in any discipline
1–3 years of relevant experience
Strong analytical and reasoning skills with high attention to detail
High level of computer proficiency, particularly with the MS Office suite

Requirements:

Provide professional, calm, and knowledgeable assistance to internal and external customers worldwide through appropriate communication channels for technical and access-related issues.
Troublehoot online access problems by developing a thorough understanding of Sage systems, tools, and workflows.
Follow established Standard Operating Procedures (SOPs) to collect accurate information required for effective ticket resolution.
Adhere to defined Service Level Agreements (SLAs) and ensure tasks and customer tickets are completed within expected timelines under managerial guidance.

SAGE Publishing

About SAGE Publishing

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future. Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation. Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part. As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit https://group.sagepub.com/dei

Founded: 2018

Company size: 1001 - 5000

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Job description

Job Purpose / Key Objectives of the Role

How the Position Contributes to Sage’s Overall Goals
This role is part of Sage’s Global Circulation team, which is central to delivering seamless online access and platform support for customers worldwide. The position ensures timely resolution of access‑related and technical queries within defined SLAs, directly supporting Sage’s commitment to superior customer satisfaction. By combining strong communication and analytical capabilities, the role contributes to operational efficiency, customer retention, and the enhancement of Sage’s digital service experience.

Key Accountabilities

Provide professional, calm, and knowledgeable assistance to internal and external customers worldwide through appropriate communication channels for technical and access‑related issues.
Troubleshoot online access problems by developing a thorough understanding of Sage systems, tools, and workflows.
Collaborate effectively with global team members and provide clear, timely updates to senior colleagues.
Follow established Standard Operating Procedures (SOPs) to collect accurate information required for effective ticket resolution.
Adhere to defined Service Level Agreements (SLAs) and ensure tasks and customer tickets are completed within expected timelines under managerial guidance.
Work closely with cross‑functional teams within the Customer Services and Fulfilment division to ensure efficient and consistent resolution of customer issues.
Participate in continuous improvement efforts, contributing to the refinement of operational processes and documentation.
Support the creation and maintenance of knowledge base articles and actively contribute to wider Customer Experience (CX) initiatives.

Skills, Qualifications & Experience

Functional Knowledge & Skills

Strong analytical and reasoning skills with high attention to detail
Effective problem‑solving capabilities
Excellent customer service and administrative skills
Strong written and verbal communication abilities
Ability to work independently, manage pressure, and meet deadlines
Strong organization and time‑management skills
High level of computer proficiency, particularly with the MS Office suite

Qualifications & Experience

Graduate or Postgraduate degree in any discipline
1–3 years of relevant experience
Prior experience in back‑end technical support or a quality analyst role is desirable but not mandatory