What are the responsibilities and job description for the Customer Services Analyst position at Sage?
Job Description
We’re looking for a customer-focused, technically curious Customer Services Analyst to deliver fast, effective support across Sage’s product suite. In this role, you’ll troubleshoot issues, drive first-contact resolution, and create a consistently excellent customer experience.
This is a Hybrid role based on-site in Lawrenceville, GA three days per week.
We’re looking for a customer-focused, technically curious Customer Services Analyst to deliver fast, effective support across Sage’s product suite. In this role, you’ll troubleshoot issues, drive first-contact resolution, and create a consistently excellent customer experience.
This is a Hybrid role based on-site in Lawrenceville, GA three days per week.
- Diagnose and resolve customer issues by identifying root causes across Sage products and systems
- Deliver timely, high-quality support via phone, email, and chat, driving first-contact resolution wherever possible
- Troubleshoot low to moderately complex technical issues using structured problem-solving and testing approaches
- Escalate complex or high-impact cases with clear documentation and context
- Build strong customer relationships by understanding needs and guiding users to get maximum value from Sage solutions
- Maintain accurate case documentation and contribute to knowledge base and process improvements
- Collaborate with team members and manage workload effectively to meet service levels and customer expectations
- 2 years of experience in customer service, technical support, or a related role
- Strong communication skills with the ability to explain technical concepts clearly
- Proven problem-solving and analytical skills with a structured approach to troubleshooting
- Customer-first mindset with a track record of delivering high-quality support
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable learning new technologies and maintaining up-to-date product knowledge
- Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
- Comprehensive health, dental and vision coverage
- 401(k) retirement match (100% matching up to 4%)
- 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
- 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
- 5 days paid yearly to volunteer (through Sage Foundation)
- $5,250 tuition reimbursement per calendar year starting 6 months after hire date
- Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
- Library of on demand career development options and ongoing training offerings
- Who is Sage: https://www.sage.com/en-us/company/about-sage/
- Life at Sage: https://www.sage.com/en-us/company/careers/
- Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
- How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
- Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/