Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Remote Technical Support Finance Software Incident Management Customer Experience Improvement Platform Agnostic Knowledge Base Process Management Internal Documentation Process Improvement Quality Assessment Help Desk Support Customer Experience Improvement Online Communication

Other Skills

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Microsoft Office
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Personal Computers
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Problem Reporting
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Professionalism
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Non-Verbal Communication
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Time Management
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Teamwork
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Decisiveness
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Organizational Skills
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Analytical Thinking
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Detail Oriented
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Administrative Functions
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Problem Solving

Roles & Responsibilities

Graduate or postgraduate degree (required).
2–4 years of relevant experience in technical support or customer service.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities with attention to detail.

Requirements:

Provide worldwide technical support for access and platform-related issues via appropriate communication channels, maintaining calm, courteous, and professional service.
Follow SOPs and SLAs to gather necessary information and ensure timely, accurate ticket resolution with collaboration across the Customer Services Fulfilment division.
Collaborate with global teams, provide updates to senior members, and contribute to knowledge base and customer experience initiatives.
Participate in process improvements, documentation, and upskilling to enhance efficiency across process areas.

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

This role is part of Sage’s Global Circulation department, responsible for resolving customer issues related to online access and platform functionality. The position plays a key role in maintaining high customer satisfaction by delivering timely, accurate, and courteous technical support within defined SLAs. The role contributes to Sage’s overall goals by ensuring a seamless digital experience for customers, strengthening trust, and supporting global operational efficiency.
The incumbent is expected to use strong communication, analytical abilities, and problem‑solving skills to support team and departmental objectives.

Key Accountabilities

1. Customer & Technical Support

Assist internal and external customers worldwide with access and platform-related technical issues through appropriate communication channels.
Provide calm, courteous, and knowledgeable support while maintaining a professional tone.
Troubleshoot access problems by developing a thorough understanding of Sage systems, workflows, and processes.

2. Operational Excellence

Follow standard operating procedures (SOPs) to gather critical information for ticket resolution.
Work within defined SLAs, ensuring timely and accurate completion of tasks under the guidance of the manager.
Collaborate with other teams within the Customer Services & Fulfilment division to ensure smooth and efficient ticket resolution.

3. Collaboration & Reporting

Work effectively within a global team environment and provide regular updates to senior team members.
Support the development and continuous improvement of knowledge base articles and customer experience (CX) initiatives.

4. Continuous Improvement

Participate in process improvement activities and recommend enhancements for global and local operations.
Contribute actively to documentation and optimization of customer support processes.
Support team members in building specialized skillsets across different process areas.

5. Learning & Development

Take ownership of personal upskilling in process and business knowledge.
Build and maintain productive relationships with key process stakeholders across the organization.

Skills, Qualifications & Experience

Functional Skills & Competencies

Excellent analytical and reasoning abilities with strong attention to detail.
Strong problem‑solving skills and the ability to think logically under pressure.
High-quality customer service orientation with effective administrative ability.
Excellent verbal and written communication skills.
Ability to work independently with sound judgment and initiative.
Strong organizational and time‑management skills.
High level of proficiency in MS Office and general computer applications.

Qualifications

Graduate or Postgraduate degree (required).

Experience

2–4 years of relevant experience in technical support or customer service.
Prior experience in backend technical support or quality analysis is desirable but not essential.