Senior Technical Support Analyst

Job Description Sage is seeking a Senior Technical Support Analysts to join our team in Johannesburg. In this hybrid role (minimum three days per week on-site), you'll play a key role in supporting our cloud-first strategy while delivering an exceptional customer experience on the Sage 300 People platform.

As a subject matter expert, you'll provide advanced technical support to our customers, Business Partners, and internal teams, helping to resolve complex issues and drive successful outcomes. A critical part of this role is providing direct telephonic support to customers. Candidates must be comfortable engaging with customers over the phone, managing complex conversations, troubleshooting technical issues in real time, and delivering a high standard of customer service. This is a core responsibility of the position and is not negotiable.

We're looking for individuals who are action-oriented, resourceful, customer-focused, and possess a growth mindset. If you enjoy solving problems, collaborating with others, and making a meaningful impact on the customer experience, we'd love to hear from you.

Key Responsibilities - - :

• Provide advanced technical expertise and resolve complex product escalations for Customer Support teams and other stakeholders.

• Deliver excellent customer service through direct engagement with customers, including providing telephonic support and troubleshooting assistance.

• Manage and prioritise workloads effectively to ensure the best possible outcome for customers, colleagues, and the business.

• Empower customers through knowledge sharing and guidance, helping them become more self-sufficient when resolving application-related issues.

• Maintain a high level of technical and business knowledge across assigned products, support processes, and industry best practices.

• Contribute to internal initiatives including product enhancements, training development, knowledge management, process improvements, and customer service excellence programs.

• Collaborate with cross-functional teams to continuously improve the overall support experience.

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During your onboarding journey, you'll receive comprehensive training on Sage 300 People, including its features, functionality, and customer use cases. You'll also gain a thorough understanding of our support processes, tools, and Standard Operating Procedures (SOPs), setting you up for long-term success in the role.

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You'll report to a Support Team Manager and work closely with a team of Senior Technical Support Analysts, Product Support Analysts, and Quality Assurance Analysts. This collaborative environment offers ongoing support, knowledge sharing, and opportunities for professional growth.

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Minimum Requirements

• Bachelor's Degree or National Diploma (preferred).

• 2–3 years' experience in Payroll Technical Support.

• Sage 300 People and MCS certification.

• 1–2 years' hands-on experience supporting Sage 300 People and MCS.

• Strong verbal and written communication skills, with confidence engaging customers telephonically.

• Proven ability to diagnose, troubleshoot, and resolve complex customer issues in a fast-paced support environment.

• A customer-first mindset with a passion for delivering exceptional service.

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This is a customer-facing technical support role. Successful candidates must be comfortable spending a significant portion of their time providing direct telephonic support to customers, handling technical queries, troubleshooting issues, and guiding customers to successful resolutions.

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• Work away scheme for up to 10 weeks a year.

• Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.

• Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.

• Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.

• Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.

• Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.

• Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,760 pm.

• Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.

• 15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.

• Paid 5 days yearly to volunteer through our Sage Foundation.

• Employee Assistance Program: free, 24/7 short-term counselling, practical support and coaching for you and your family.

• Flexible work patterns and hybrid working.

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