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Online Technical Support – Advisor

November 19, 2025

<h2>Job Purpose/ KEY OBJECTIVES OF THE JOB</h2>How does the position contribute to Sage overall goals?The role sits within Sage’s Global Circulation department. The team is responsible for resolving customer queries related to online access and and platform related issues within agreed team SLAs while maintaining superlative customer satisfaction level. This role requires the candidate to utilise good communication skills and analytical skills to achieve the group objectives.<h2>Key Accountabilities</h2> Describe in detail the responsibilities of the job<ol><li>Assist internal and external customers around the world with technical issues by appropriate communication channels in a calm, courteous and knowledgeable manner</li></ol><ol><li>Troubleshoot access problems by developing an understanding of Sage systems and processes</li></ol><ol><li>Collaborate effectively in a global team, providing regular updates to senior team members</li></ol><ol><li>Follow standard operating procedures to gather information from customers that can be used to resolve tickets</li></ol><ol><li>Under the guidance of the manager, adhere to set Service Level Agreements (SLA’s), ensuring work is completed within the defined timelines</li></ol><ol><li>Collaborate with other teams within the Customer Services and Fulfilment division to efficiently resolve customer tickets</li></ol><ol><li>Engage in continuous improvement exercises, contributing to process documentation for ongoing optimization of customer service practices.</li><li>Support knowledge base articles development and the CX initiatives of the company</li></ol><h2>Skills, Qualifications & Experience</h2>Functional Knowledge & skills Excellent analytical & reasoning skills and keen attention to detail Reasoning/problem solving abilityExcellent customer service and administration skillsEffective written and verbal communication skillsAbility to work under pressure and within deadlinesAble to work using own initiativeExcellent organisation and time managementQualifications & ExperienceHigh level of computer proficiency on MS Office packageGraduate to Postgraduate1-3 years of relevant experiencePrevious experience in back-end technical support/ quality analyst role is desirable but not essential <ul></ul>Diversity, Equity, and InclusionAt Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...