Online Technical Support Advisor

Job Purpose / Key Objectives Of The Role

How the Position Contributes to Sage's Overall Goals

This role is part of Sage's Global Circulation team, which is central to delivering seamless online access and platform support for customers worldwide. The position ensures timely resolution of access?related and technical queries within defined SLAs, directly supporting Sage's commitment to superior customer satisfaction. By combining strong communication and analytical capabilities, the role contributes to operational efficiency, customer retention, and the enhancement of Sage's digital service experience.

Key Accountabilities

• Provide professional, calm, and knowledgeable assistance to internal and external customers worldwide through appropriate communication channels for technical and access?related issues.
• Troubleshoot online access problems by developing a thorough understanding of Sage systems, tools, and workflows.
• Collaborate effectively with global team members and provide clear, timely updates to senior colleagues.
• Follow established Standard Operating Procedures (SOPs) to collect accurate information required for effective ticket resolution.
• Adhere to defined Service Level Agreements (SLAs) and ensure tasks and customer tickets are completed within expected timelines under managerial guidance.
• Work closely with cross?functional teams within the Customer Services and Fulfilment division to ensure efficient and consistent resolution of customer issues.
• Participate in continuous improvement efforts, contributing to the refinement of operational processes and documentation.
• Support the creation and maintenance of knowledge base articles and actively contribute to wider Customer Experience (CX) initiatives.
  

Skills, Qualifications & Experience

Functional Knowledge & Skills

• Strong analytical and reasoning skills with high attention to detail
• Effective problem?solving capabilities
• Excellent customer service and administrative skills
• Strong written and verbal communication abilities
• Ability to work independently, manage pressure, and meet deadlines
• Strong organization and time?management skills
• High level of computer proficiency, particularly with the MS Office suite
  

Qualifications & Experience

• Graduate or Postgraduate degree in any discipline
• 13 years of relevant experience
• Prior experience in back?end technical support or a quality analyst role is desirable but not mandatory
  

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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