Customer Services Analyst

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We’re looking for a customer-focused, technically curious Customer Services Analyst to deliver fast, effective support across Sage’s product suite.

We’re looking for a customer-focused, technically curious Customer Services Analyst to deliver fast, effective support across Sage’s product suite. In this role, you’ll troubleshoot issues, drive first-contact resolution, and create a consistently excellent customer experience.


This is a Hybrid role based on-site in Lawrenceville, GA three days per week.


• Diagnose and resolve customer issues by identifying root causes across Sage products and systems

• Deliver timely, high-quality support via phone, email, and chat, driving first-contact resolution wherever possible

• Troubleshoot low to moderately complex technical issues using structured problem-solving and testing approaches

• Escalate complex or high-impact cases with clear documentation and context

• Build strong customer relationships by understanding needs and guiding users to get maximum value from Sage solutions

• Maintain accurate case documentation and contribute to knowledge base and process improvements

• Collaborate with team members and manage workload effectively to meet service levels and customer expectations


Qualifications:


• 2+ years of experience in customer service, technical support, or a related role

• Strong communication skills with the ability to explain technical concepts clearly

• Proven problem-solving and analytical skills with a structured approach to troubleshooting

• Customer-first mindset with a track record of delivering high-quality support

• Ability to manage multiple priorities in a fast-paced environment

• Comfortable learning new technologies and maintaining up-to-date product knowledge


Perks? We have plenty.


• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on demand career development options and ongoing training offerings


Dig deeper about who we are:


• Who is Sage: https://www.sage.com/en-us/company/about-sage/

• Life at Sage: https://www.sage.com/en-us/company/careers/

• Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

• How we make a difference: https://www.sage.com/en-us/company/sage-foundation/

• Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/


#LI-RM1


Customer Operations


United States


Lawrenceville


Hybrid


Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.


Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc


We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com .

Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/


Customer Services Analyst


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Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.