Customer Support Specialist

Customer Support Specialist Job Description This role is responsible for conducting deep investigation and hands on testing, collaborating with peers to validate findings, escalating defects or required fixes to appropriate teams, and working directly with customers to resolve issues while educating them on best practices and product usage. *This is a hybrid role - 3 days/week in office* Key Responsibilities • Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions. • Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes. • Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements. • Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage. • Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams. • Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability. Skills, Know How, and Experience Must Have: • Strong written and verbal communication skills. • Ability to analyze and reproduce technical customer issues. • Demonstrated customer focus with the ability to educate and guide users. • Solid problem solving skills with structured troubleshooting approaches. • Comfort working in a fast paced environment with evolving priorities. • Experience in a customer support or service role (phone, email, or chat). • Ability to use and navigate multiple IT systems Preferred: • Experience providing Level 2 or advanced technical support. • Background in software troubleshooting or application support. • Familiarity with defect escalation or issue tracking systems. Perks? We have plenty. • 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 Dig deeper about who we are: • 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/ Perks? We have plenty. • 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 Dig deeper about who we are: • 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/ #LI-RM1 Function Customer Operations Country United States Office Location Atlanta Work Place type Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/ Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com. Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/