Senior Analyst-Online Tech Support

Job Purpose / Key Objectives of the Role

This role is part of Sage’s Global Circulation department, responsible for resolving customer issues related to online access and platform functionality. The position plays a key role in maintaining high customer satisfaction by delivering timely, accurate, and courteous technical support within defined SLAs. The role contributes to Sage’s overall goals by ensuring a seamless digital experience for customers, strengthening trust, and supporting global operational efficiency.
The incumbent is expected to use strong communication, analytical abilities, and problem‑solving skills to support team and departmental objectives.

Key Accountabilities

1. Customer & Technical Support

• Assist internal and external customers worldwide with access and platform-related technical issues through appropriate communication channels.

• Provide calm, courteous, and knowledgeable support while maintaining a professional tone.

• Troubleshoot access problems by developing a thorough understanding of Sage systems, workflows, and processes.

2. Operational Excellence

• Follow standard operating procedures (SOPs) to gather critical information for ticket resolution.

• Work within defined SLAs, ensuring timely and accurate completion of tasks under the guidance of the manager.

• Collaborate with other teams within the Customer Services & Fulfilment division to ensure smooth and efficient ticket resolution.

3. Collaboration & Reporting

• Work effectively within a global team environment and provide regular updates to senior team members.

• Support the development and continuous improvement of knowledge base articles and customer experience (CX) initiatives.

4. Continuous Improvement

• Participate in process improvement activities and recommend enhancements for global and local operations.

• Contribute actively to documentation and optimization of customer support processes.

• Support team members in building specialized skillsets across different process areas.

5. Learning & Development

• Take ownership of personal upskilling in process and business knowledge.

• Build and maintain productive relationships with key process stakeholders across the organization.

Skills, Qualifications & Experience

Functional Skills & Competencies

• Excellent analytical and reasoning abilities with strong attention to detail.

• Strong problem‑solving skills and the ability to think logically under pressure.

• High-quality customer service orientation with effective administrative ability.

• Excellent verbal and written communication skills.

• Ability to work independently with sound judgment and initiative.

• Strong organizational and time‑management skills.

• High level of proficiency in MS Office and general computer applications.

Qualifications

• Graduate or Postgraduate degree (required).

Experience

• 2–4 years of relevant experience in technical support or customer service.

• Prior experience in backend technical support or quality analysis is desirable but not essential.