OVERVIEW
The role of "Sage Application Support" involves manning a help desk to provide support on Sage software products in response to customer queries.
This is a temporary role to provide extra resource for our busiest time of year – "Payroll Year End" (3 months November to January), but could lead to an opportunity to apply for a full-time position.
The ideal candidate will have excellent telephone and interpersonal skills, good organisation abilities and knowledge of accounting & payroll procedures.
Past experience in a software application help desk environment and troubleshooting skills would be a distinct advantage.
Full training will be provided.
DESCRIPTION
Job title: Sage Application Support Agent – Temporary (3 months)
Department: Support
Responsible to: Support Team Lead.
Location: Tramore, Waterford.
Purpose: Provide application support to customers on Sage software products supplied by Pimbrook.
Core Duties and Responsibilities:
Respond to customer queries efficiently and consistently within agreed service levels.
Record all customer queries accurately in the support system.
Investigate and provide accurate solutions to customer queries where possible using the knowledge provided from training, in house systems & tools and colleagues & partners.
Escalate queries that cannot be answered to the appropriate source (e.g. senior support staff or manager, technical staff, 3rd party partners, etc.).
Update queries logged in the support system to reflect their current status and latest actions performed and/or required.
Work as part of the help desk support team to ensure all customer queries are being logged and progressed to a satisfactory solution as efficiently and quickly as possible.
Liaise with implementation, technical, sales and administration teams where necessary.
Help to maintain a customer service knowledge base of documents that provide solutions to issues already solved.
Minimum Qualifications:
The successful candidate the following:
Fluent in English language both written and verbal.
Excellent telephone manner and communication skills.
Good administration and organisational skills.
Good computer skills.
Accounting and/or payroll knowledge.
Additional Relevant Qualifications:
The following attributes will be an advantage:
Past experience in a customer support or help desk environment.
Accounting and/or payroll experience.
Knowledge of the Sage Payroll (Micropay) and Sage 50 applications.
Problem solving ability.
Technical skills (e.g. Excel, SQL Server, MS Office, MS Windows).
Flexible positive attitude.
Job Types: Full-time, Fixed term
Contract length: 3 months
Pay: From €2,****** per month
Benefits:
On-site parking
Sick pay
Experience:
accounting or payroll: 1 year (preferred)
Language:
English fluently (required)
Work Location: In person