Online Technical Support - Analyst

This role sits within Sage’s Global Circulation Department, which is responsible for managing customer inquiries related to online access, platform functionality, and system-related issues. The team is committed to resolving customer concerns within agreed Service Level Agreements (SLAs) while consistently delivering exceptional customer satisfaction.

The successful candidate will leverage strong communication, analytical, and problem-solving skills to support customers globally, troubleshoot technical access issues, and contribute to the achievement of team and organizational objectives.

Key Responsibilities

• Provide timely and professional support to internal and external customers worldwide through appropriate communication channels, maintaining a calm, courteous, and knowledgeable approach.
• Diagnose and resolve online access and platform-related issues by developing a strong understanding of Sage systems, products, and processes.
• Work collaboratively within a global team environment, providing regular updates and escalating issues appropriately to senior team members when required.
• Follow established standard operating procedures (SOPs) to gather, analyze, and document customer information necessary for effective ticket resolution.
• Adhere to defined Service Level Agreements (SLAs), ensuring all customer queries and support requests are addressed within agreed timelines and quality standards.
• Partner with colleagues across Customer Services and Fulfilment teams to deliver efficient and effective resolutions to customer issues.
• Contribute to continuous improvement initiatives by identifying process enhancements and supporting the creation and maintenance of process documentation.
• Assist in the development and maintenance of knowledge base articles and actively support Customer Experience (CX) initiatives across the organization.

Skills, Knowledge & Competencies

Functional Knowledge & Skills

• Strong analytical, reasoning, and problem-solving abilities with exceptional attention to detail.
• Excellent customer service and administrative skills.
• Effective written and verbal communication skills.
• Ability to manage multiple priorities and work effectively under pressure while meeting deadlines.
• Self-motivated with the ability to work independently and take initiative.
• Strong organizational and time management skills.
• Ability to collaborate effectively within cross-functional and geographically dispersed teams.
• Commitment to delivering a high-quality customer experience.

Qualifications & Experience

• Graduate or Postgraduate degree in any discipline.
• High level of proficiency in Microsoft Office applications.
• 1–3 years of relevant professional experience in customer support, technical support, operations, or a related field.
• Previous experience in a back-end technical support, customer operations, or quality analyst role is desirable but not essential.
• Experience working with ticketing systems, knowledge management tools, or customer service platforms will be an advantage.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge — supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.

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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.