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Customer Support Specialist- Sage HCM
Sage —Atlanta, GA
- Hybrid work
- Mid-level
- Office
- Communication skills
- Paid parental leave
- Health insurance
7d
Sales Operations Specialist
Sage —Lawrenceville, GA
- Hybrid work
- Office
- Analysis skills
- 1 year
- Paid parental leave
- Health insurance
12d
Professional Services Consultant
Sage —Austin, TX
- Hybrid work
- Computer science
- CPA
- Computer Science
- Paid parental leave
- Paid holidays
Director, Customer Insight & Experience, North America
Sage —Atlanta, GA
- Hybrid work
- Office
- Master's degree
- Senior level
- Paid parental leave
- Health insurance
10d
Finance Graduate-Atlanta
Sage —Atlanta, GA
- Online Application
- Hybrid work
- Microsoft Excel
- Writing skills
- Office
Sr. Partner Enablement Manager- Sage HCM
Sage —Austin, TX
- Hybrid work
- Travel
- Senior level
- Paid parental leave
- Health insurance
Customer Account Manager
Sage —Lawrenceville, GA
- Hybrid work
- Mid-level
- Office
- Time management
- Paid parental leave
- Health insurance
Vice President, Partner Sales (Sage Intacct Advisory)
Sage —Atlanta, GA
- Hybrid work
- CPA
- Bachelor's degree
- Continuous improvement
11d
Global Senior Benefits Manager
Sage —Atlanta, GA
- Full-time
- Hybrid work
- Research
- Office
- Continuous improvement
- Paid parental leave
- Health insurance
Outbound Retention Representative
Sage —Lawrenceville, GA
- Hybrid work
- Mid-level
- Office
- Organizational skills
- Paid parental leave
- Paid holidays
Senior Digital Product Manager, Conversational AI - Web Chat & Voice
Sage —Atlanta, GA
- Hybrid work
- 5 years
- Office
- Product management
- Paid parental leave
- Health insurance
Performance Marketing Graduate-Atlanta
Sage —Atlanta, GA
- Online Application
- Hybrid work
- Marketing
- Analysis skills
- US work authorization
- Paid parental leave
- Health insurance
Senior Compliance Specialist
Sage —Atlanta, GA
- Hybrid work
- 5 years
- Employment & labor law
- Office
- Paid parental leave
- Health insurance
12d
Presales Consultant
Sage —Austin, TX
- Hybrid work
- System design
- Office
- Travel
- Paid parental leave
- Health insurance
Client Services Solution Manager
Sage —Austin, TX
- Hybrid work
- Mid-level
- Office
- 3 years
- Paid parental leave
- Health insurance
Account Executive - MidMarket
Sage —Austin, TX
- Hybrid work
- Mid-level
- 3 years
- Paid parental leave
- Health insurance
12d
Team Leader, Professional Services- HCM
Sage —Atlanta, GA
- Hybrid work
- Mid-level
- 3 years
- Leadership
- Paid parental leave
- Health insurance
Principal QA Engineer
Sage —Atlanta, GA
- Hybrid work
- Computer science
- Microsoft Excel
- Microsoft Outlook
- Paid parental leave
- Health insurance
Sr. Partner Account Manager
Sage —Atlanta, GA
- Hybrid work
- Office
- 8 years
- Contracts
- Paid parental leave
- Health insurance
AI Strategy Lead
Sage —Austin, TX
- Hybrid work
- 11+ years
- Senior level
- Commercial
- Paid parental leave
- Health insurance

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Customer Support Specialist- Sage HCM

Sage -
Atlanta, GA

Apply Now

Job Details

7 days ago

Benefits

Paid parental leave
Health insurance
Dental insurance
Tuition reimbursement
Paid time off
Adoption assistance
Parental leave
Vision insurance
401(k) matching
Gym membership

Qualifications

Live chat
Software issue identification
Post-sales product instruction
Email customer support
Defect resolution root cause analysis
Bug Tracking (Quality assurance practices)
Phone communication
Process improvement
Bug Reporting (Quality assurance practices)
Gap analysis
Mid-level
Incident Escalation
User training (technical support)
Trend analysis
Managing clients in a customer support role
Collaboration with product development teams
HR systems
Technical writing experience
Customer support
Problem management
Defect tracking tools
Technical support via email
Communication skills
Failure analysis

Full Job Description

Job Description

We are hiring Customer Support Specialists for Sage HCM. In this role, you will investigate and troubleshoot complex customer issues through hands-on testing and root cause analysis. You'll collaborate with internal teams to validate findings, escalate defects and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices.

This is a HYBRID role - 3 days per week in office.

Key Responsibilities

Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.

Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.

Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.

Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.

Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.

Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.

Skills, Know How, and Experience

Prior experience in a customer support or service role (phone, email, or chat) at an HRIS/HCM or Payroll Technology company..

Ability to analyze and reproduce technical customer issues.

Demonstrated customer focus with the ability to educate and guide users.

Solid problem solving skills with structured troubleshooting approaches.

Comfort working in a fast paced environment with evolving priorities.

Ability to use and navigate multiple IT systems

Strong written and verbal communication skills

Preferred:

Experience providing Level 2 or advanced technical support.

Background in software troubleshooting or application support.

Familiarity with defect escalation or issue tracking systems.

Perks? We have plenty.

Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

Comprehensive health, dental and vision coverage

401(k) retirement match (100% matching up to 4%)

32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

5 days paid yearly to volunteer (through Sage Foundation)

$5,250 tuition reimbursement per calendar year starting 6 months after hire date

Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:

Who is Sage:

https://www.sage.com/en-us/company/about-sage/

Life at Sage:

https://www.sage.com/en-us/company/careers/

Our Values & Behaviors:

https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

How we make a difference:

https://www.sage.com/en-us/company/sage-foundation/

Sage Business Cloud - SaaS for Every Business:

https://www.sage.com/en-us/products/

#LI-RM1

Apply Now

Refine Your Search

sage intacct jobs

Customer Support Specialist- Sage HCM

Sales Operations Specialist

Professional Services Consultant

Director, Customer Insight & Experience, North America

Finance Graduate-Atlanta

Sr. Partner Enablement Manager- Sage HCM

Customer Account Manager

Vice President, Partner Sales (Sage Intacct Advisory)

Global Senior Benefits Manager

Outbound Retention Representative

Senior Digital Product Manager, Conversational AI - Web Chat & Voice

Performance Marketing Graduate-Atlanta

Senior Compliance Specialist

Presales Consultant

Client Services Solution Manager

Account Executive - MidMarket

Team Leader, Professional Services- HCM

Principal QA Engineer

Sr. Partner Account Manager

AI Strategy Lead

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