Product Support Expert

• About the Role:
• Provide technical product support to customers via live chat, email, and screen share support by handling inquiries, and troubleshooting technical product-related issues.
• Our Technical Support Analyst role is a great opportunity for anyone looking to break into the
• tech scene! You will become an inventory forecasting expert and offer best practices to our growing
• retail customer base. This role may be a fit for you if you are a curious self-starter with a love to
• troubleshoot. This role works cross functionally with virtually all of our departments, so youll

be able to see how a SaaS company operates. Your day-to-day will consist of answering clients incoming messages, responding to emails, and resolving support tickets. Come join the Inventory Planner by Sage team and enable our merchants to grow

Key Responsibilities

Your Day-to-Day:

• Handle inbound customer inquiries via live chat, email, and screen share support
• Clearly articulate our products solution, its practical use, and how it fulfills our customers business requirements
• Troubleshoot and replicate customer reported issues
• Document discoveries with clear reproduction steps and analysis for internal review
• Ability to recognize severity of issues and react appropriately
• Ability to work on time sensitive issues and provide timely resolution with clear customer communication
• Ability to identify and report trends and/or product knowledge gaps
• Build collaborative relationships internally within other departments
• Document and update customer records based on interactions
• Provide input to the strategy for ensuring great customer outcomes
• Collaborate with colleagues on special projects that contribute towards improved usage of the software, integrations, and interfacing with strategic partners
• Leverage technical analysis, product usage data, and customer insights to proactively identify revenue growth opportunities with existing customers within the Sage ecosystem
• Help shape and develop company culture by:
• Working in an open and transparent manner
• Collaborating with other team members
• Maintaining a continuous learner mindset

About You:

• Participate in set targets per month.
• Maintain support screen share calls on an as-needed basis.
• Maintain a CSAT score of 90%+ as it pertains to the support interaction provided by the agent and not graded on the product.
• Maintain quality escalations to the Advanced Support and Engineering teams with clear reproduction steps.
• Ensure a Customer First Approach - FIFO while prioritizing higher tiers, updating the customer in a timely manner, and fully answering tickets.
• Achieve consistently all L1 agent goals.
• Experience with ecommerce platforms such as Shopify, Amazon etc. is preferred.
• Inventory management workflow experience preferred.
• Technical experience with SaaS platforms preferred.
• Experience in a phone-based technical role preferred.