Intacct Coach
Job Description:
The Technical Support Coach plays a vital role in enhancing the performance and confidence of analysts within the Intacct Support team. This role promotes a culture of continuous learning and excellence in customer service by providing tailored coaching, tracking performance metrics, and setting clear objectives. By empowering analysts with knowledge and skills, the coach ensures they deliver high-quality support.
This is a hybrid role - three days per week in our Dublin or Newcastle office.
Key Responsibilities:
* Allocate 90% of your working week to coaching and supporting support analysts.
* Review analyst performance to identify trends and areas for improvement.
* Deliver effective feedback, establish root causes, agree on clear actions, set SMART objectives, and adhere to standards and processes.
* Act as an effective role model, following consistency guidelines and leading by example.
* Maintain your own product and procedural knowledge.
* Encourage analysts to take responsibility for their actions, especially when dealing with customer queries, and motivate them to exceed expectations when appropriate.
Skills, Know-how, and Experience:
Must have:
* Strong verbal and written communication skills, capable of giving and receiving structured feedback.
* Ability to provide effective guidance and support to analysts.
* Results-oriented, highly organized, and driven to succeed.
* Proficiency in analyzing performance metrics and feedback to identify trends, strengths, and areas for improvement.
* High level of customer focus.
* Influencing and negotiation skills.
Core Competencies:
* Customer Focused: Committed to service excellence.
* Action Oriented: Enthusiastic about new challenges.
* Trustworthy: Able to gain confidence and trust easily and honor commitments.
* Innovative: Able to identify opportunities for improvement and share best practices.
* Collaborative: Skilled at building strong working relationships and working with colleagues to meet shared goals.
Your Benefits:
* Competitive base salary and commission structure.
* Comprehensive health, dental, and vision coverage.
* Work away scheme for up to 10 weeks a year.
* Ongoing training and professional development.
* Paid 5 days annually to volunteer through the Sage Foundation.
* Flexible work patterns and hybrid working arrangements.
Additional Information:
Location: Dublin, Ireland
Function: Customer Operations
At Sage, we support millions of small and medium-sized businesses globally with innovative technology. We were awarded the 2024 Best Places to Work by Glassdoor. Join us if you want to be part of an extraordinary team that values innovation, diversity, and potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch our culture video: youtube.com/watch?v=qIoiCpZH-QE
We embrace individuality and welcome applicants from all backgrounds. For support with your application, contact us at careers@sage.com.
Learn more about our diversity, equity, and inclusion initiatives: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/
Equal Employment Opportunity:
Sage is committed to providing equal opportunities and reasonable accommodations for applicants with disabilities. Employment decisions are based on merit, qualifications, and abilities, without discrimination based on race, religion, gender, age, disability, or other protected characteristics.
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