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At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
Job Description To enhance each customer’s relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines. Customer relations will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, senior analysts will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product, Sage CRM, reporting, (e.g., Browser, Sage CRM, reporting, product use guidance, application malfunctions, Operating Systems, database platforms i.e. MSSQL etc.). The colleague will be responsible for answering, troubleshooting, and resolving, Smart sheets and email. This position provides excellent customer service while demonstrating IT, Software Dev and SQL Scripting as well as Business Intelligence Tools troubleshooting skills to resolve queries in a timely manner.
Key Responsibilities Knowledge, Skills and Abilities Required
- Strong customer service ethic and high attention to detail
- Strong trouble-shooting and excellent communication skills (both verbally and written)
- Strong knowledge of the Sage CRM program
- Strong knowledge and experience in Sage CRM development or customization.
- Strong Ability to Analyse CRM customization complied by another developer
- Patience with dealing with client queries and the ability to handle repetitive tasks
- The ability to work within a team as a team player but also contented working alone and unassisted.
- Always be up to date with CRM Product changes and development/programming tools
- Cooperation and willingness
- Deadline driven and Ability to work under lot of pressure and still produce excellent results
- Conscientious, able to manage uncertainty effectively with minimal supervision
- Ability to think outside the box and curious mindset
- Teachable and hungry for knowledge
- Ability to multitask.
- Ability to train and empower others, (will expected to transfer skills and knowledge to the Internal Support Team)
- Ability to identify and adapt to the client’s style of communication.
- Use Critical and design thinking to think logically and rationally.
- Use Process (Product) and situational thinking to determine the query and the outcome needed.
- Must have an innovative mind-set.
Technical / professional qualifications:
Matric a must.
- B. Com degree would be an advantage.
- Strong Sage CRM Knowledge and Experience Working and Supporting Sage CRM is a MUST
- Strong Sage CRM Customization/ Development is a MUST
- Strong Knowledge and experience in programming languages such as Javascript or C++ is a MUST
- Strong Knowledge and Experience SQL database and SQL Scripting, IT-related is a MUST
- Must have had extensive Sage CRM Product Training and must have written the full Sage CRM Examinations and Passed (MUST have a Sage CRM certification) please note; Short courses on Sage CRM done on Sage University only is not sufficient
- Must have 2-3 years’ experience in implementing and supporting Sage CRM
- Knowledge of Sage 300cloud (Accounting) will be an added Advantage
- Computer Knowledge (MS Office: Excel, Word).
- Knowledge of Computer Networking or other Databases other than SQL is essential
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