Job Description
Provide an excellent customer experience by managing the technology issues that underpin the features in Sage CRM. Deliver consistently high-quality support - analyse, plan, coordinate and drive multiple complex investigations. The ideal candidate will have solid technical skills, and the interpersonal skills required to work effectively as part of an Agile team.
Key Responsibilities
Take responsibility for the end-to-end investigation and resolution of all assigned issues, ensuring that queries from both customers and colleagues are addressed promptly, dealing with any escalations effectively and independently. Be the first point of escalation for Support colleagues.
Work closely with the Development and Quality Assurance teams to improve the quality, functionality and usability of the application.
Respect and comply with both Support and Development processes and practices when reproducing / troubleshooting software issues. Work with colleagues across Sage to achieve business objectives and strategy.
Identify and formulate imaginative solutions to meet business needs. Promote efficiencies and addresses roadblocks.
Contribute to the Sage CRM knowledge base by documenting solutions, and deliver technical training to colleagues and Business Partners as required.
Build and maintain positive customer relationships: seek input from customers to truly understand their needs – meet their needs and exceed their expectations.
Key performance indicators:
Proactive monitoring and debugging of CRM Support issues, ensuring that all bugs are addressed within our SLAs
Demonstrate continuous improvement in knowledge and skills
Positive internal and external feedback
Skills, know-how and experience:
Third-level degree in Computer Science, Engineering or Information Technology
Application Support experience, logical reasoning and problem-solving skills, and knowledge of support processes and best practices
High level of competency in Microsoft-based operating systems, and Internet technologies such as JavaScript, ASP, Apache Tomcat, SOAP, Web Services, and IIS
Strong Relational Database skills: MS SQL Server or Oracle
Experience with virtualisation and Cloud solutions: Azure or AWS
Proficiency in the English language, both verbal and written; the ability to communicate in both technical and layperson terms
Relevant and proven experience in the software industry preferred
Development experience, and proficiency in Java, would be beneficial
