Sage Support Consultant

About the role;

As a Sage Support Consultant you will provide first line telephone and remote support to customers for a range of Sage Products and third party add on products.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

Why should I work for TSG?

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement.

Here’s why;

• Our open and honest culture where feedback is taken on-board and acted upon
• The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
• Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
• Two paid CSR days per annum that you can use towards giving something back
• Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
• Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
• Flexible working policy
• Relaxed dress policy
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Responding to and resolving Sage support queries via telephone, email and remote access
• Receiving and answering telephone calls or emails from customers on the support helpdesk to work towards resolving cases
• Call Management and prioritisation to ensure service levels agreements are met
• Problems analysis and investigation work
• Data investigation work and report writing
• Keeping up to date with latest software / patches
• To carry out other support duties that may be required
• Promoting continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business
• Work safely at all times in accordance with Legislative requirements and Company Policy and Procedures
• This job description is not exhaustive and may be adjusted periodically after review and consultation
• You will also be expected to carry out any reasonable duties which may be requested from time-to-time

Knowledge, Skills & Experience;

• Accounts knowledge essential
• Proven track record of experience of Sage 200c accounting software essential
• Experience of Eque2 Construct, Draycir Spindle Document Management, Draycir Credit Hound, Sicon and Eureka Addons also an advantage
• Good understanding of Microsoft Office products
• Ability to communicate to customers at a variety of levels
• Great analytical skills with a confident pro-active approach to work
• Good working knowledge of databases and queries an advantage
• Experience with remote access software and associated technologies an advantage
• Sage 200 Accreditation preferred
• Accounting Qualifications preferred
• Knowledge of associated Sage products would be an advantage

Benefits;

• Company bonus scheme
• 25 days annual leave + public holidays
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Electric vehicle salary sacrifice
• Perkbox discounts
• Paid CSR Days
• Company sick pay
• Income protection cover
• Enhanced Maternity and Paternity pay
• Home-based and hybrid opportunities
• Long service benefits including increased annual leave accrued with service
• Cycle to work scheme
• Employee recognition scheme

If this sounds like the role for you, please apply today to be considered.