Role: To identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.

Skills & Know How
Must have:
• Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.
• Excellent communication and stakeholder management skills—able to handle sensitive customer interactions with professionalism and empathy.
• Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.
• Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.

Preferred:
• Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).
• Technical knowledge of Intacct / ERP systems and customer environments.

Key behaviours
• Empathetic, proactive, and customer obsessed.
• Demonstrates curiosity, ownership, and composure under pressure.
• Balances quality and efficiency to deliver excellent customer outcomes.
• Collaborative and solution-focused, contributing to team and organisational goals.
Technical / professional qualifications
• Bookkeeping or Accountant Certifications (an asset but not required)

This will be a Hybrid opportunity – 3 days in our Bangalore office. Since we have customers based out of US & Australia, an ideal candidate must be open to working in different shifts.


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