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Sage 200 Support Consultant
| Posting date: | 07 March 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £Competitive |
| Hours: | Full time |
| Closing date: | 06 April 2025 |
| Location: | remote |
| Company: | Quantuma Advisory Limited |
| Job type: | Permanent |
| Job reference: | 828 |
Summary
Job Advert
**Please note this role is working on a remote basis and can be based anywhere in England**
Pinnacle is a business management solution provider implementing and supporting Sage, Acumatica, Managed IT Services solutions and
Digital Transformation Software Development.
With three decades of experience and a dedicated team of 200 professionals, we leverage our expertise to guide your business
through migrations, upgrades, and new systems implementation of cutting-edge business management and IT software solutions.
Pinnacle is the Technology Solutions Division of K3 Capital Group.
Sage 200 Support Consultant
The role of a software support consultant at Pinnacle plays a crucial role in providing exceptional service to our diverse range
of customers across various industries.
As a Sage Support Consultant, you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers
have a seamless experience.
Reporting to the Sage 200 Support Team Leader, and Customer Support Director, the successful candidate will provide support to
Sage 200 customers in a wide range of industries ensuring customers experience exceptional service.
Key responsibilities:
* Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective
solutions.
* Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and
solutions.
* Product Advice: Provide context-specific advice to customers experiencing problems with our products.
* Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to
meet service level targets.
* Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements,
troubleshooting steps, and root cause analysis.
* Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on
product enhancements.
* Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to
customers.
* Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
* Additional Support Duties: Undertake other support duties as required, including on-site and chargeable work.
* KPIs: Work to achieve the team’s KPIs, taking remedial action where targets are not met, as advised by your Team Leader,
Manager or Director.
The ideal candidate:
* Applicants should ideally have a number of years of Sage 200 support experience.
* You should be proficient in SQL and have proven IT Support / Administration experience
* Experience with Sage ISVs such as Draycir or Sicon would be advantageous.
* You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various
departments.
* The candidate will also be a good problem-solver, self-motivated and organised.
* Actively promote Pinnacle services and software solutions, including providing training sessions as required
Salary will be negotiable depending on track record and experience. The position is a permanent contract.
This post offers an exciting opportunity for an enthusiastic application professional that wishes to be part of a well-established
and rapidly expanding company
**Please note this role is working on a remote basis and can be based anywhere in England**
Pinnacle is a business management solution provider implementing and supporting Sage, Acumatica, Managed IT Services solutions and
Digital Transformation Software Development.
With three decades of experience and a dedicated team of 200 professionals, we leverage our expertise to guide your business
through migrations, upgrades, and new systems implementation of cutting-edge business management and IT software solutions.
Pinnacle is the Technology Solutions Division of K3 Capital Group.
Sage 200 Support Consultant
The role of a software support consultant at Pinnacle plays a crucial role in providing exceptional service to our diverse range
of customers across various industries.
As a Sage Support Consultant, you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers
have a seamless experience.
Reporting to the Sage 200 Support Team Leader, and Customer Support Director, the successful candidate will provide support to
Sage 200 customers in a wide range of industries ensuring customers experience exceptional service.
Key responsibilities:
* Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective
solutions.
* Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and
solutions.
* Product Advice: Provide context-specific advice to customers experiencing problems with our products.
* Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to
meet service level targets.
* Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements,
troubleshooting steps, and root cause analysis.
* Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on
product enhancements.
* Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to
customers.
* Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
* Additional Support Duties: Undertake other support duties as required, including on-site and chargeable work.
* KPIs: Work to achieve the team’s KPIs, taking remedial action where targets are not met, as advised by your Team Leader,
Manager or Director.
The ideal candidate:
* Applicants should ideally have a number of years of Sage 200 support experience.
* You should be proficient in SQL and have proven IT Support / Administration experience
* Experience with Sage ISVs such as Draycir or Sicon would be advantageous.
* You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various
departments.
* The candidate will also be a good problem-solver, self-motivated and organised.
* Actively promote Pinnacle services and software solutions, including providing training sessions as required
Salary will be negotiable depending on track record and experience. The position is a permanent contract.
This post offers an exciting opportunity for an enthusiastic application professional that wishes to be part of a well-established
and rapidly expanding company