Sage 1000 and X3 Support - Birmingham, United Kingdom - Washington Frank

Washington Frank

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Sage 1000/X3 Support Consultant
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Overview
The Client is one of Sage's top Resellers for the mid-market product range. We are looking for a customer-oriented and knowledgeable Sage 1000 and X3 professional to join our Support team.

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Objective

The role is to work within a Support team of 9 + a Manager. The team support the full and complex suite of Sage software products from Sage 50 to Intacct as well as various addons. This is a 1st line support role.

Key Tasks

To help answer the customer phone line along with colleagues
To provide excellent customer service
To ensure software knowledge is kept up to date
To ensure the proper protection of any customer data in accordance with Company protocols
To keep internal systems properly updated at all times as required by the organisation
Record all support logs and related actions on the support database in a clear, understandable and accurate manner
Keep the customer up to date with the progress of log investigation or resolution.
Liaise with our suppliers where necessary to obtain the required information or assistance to aid the resolution of a log.
Work in a team environment, sharing knowledge and information wherever appropriate to achieve the most efficient resolution to logs.
Handle the escalation of logs to the Support Manager or a Director wherever appropriate and according to the escalation procedures laid out.
On occasion, provide onsite support/consultancy services to the client base.

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Essential experience

Ideally hold current Sage X3 Manufacturing, Finance and Distribution accreditations

Profile

Strong customer service ethos
Quick and adaptable learner
Developed communications skills both internally and externally
Flexible approach and willingness to work a "shift"
Team player able to work effectively within the team and share knowledge/best practice

Hours of Work

75 hours per week. 1hour unpaid break each day.
The shift hours of work for the Support team are either 7.45 am to 4.30 pm early shift or 9.15 am to 6 pm late shift.
Discretionary paid early finish (one hour) each week (built into shift pattern).

Location

Either hybrid working with 6040% split officehome if the employee is based locally. The office location is Fort Dunlop, Birmingham. Or working from home if the employee is not local. The expectation for employees based at home is once per month in the office with colleagues