Sage 100 Technical Support Supervisor

Our client is a leading provider of next-generation technology solutions specializing in mid-market ERP solutions and expertise across finance, accounting, operations, workforce management, and customer experience. They serve as a trusted advisor to small and mid-sized companies in a variety of industries across the US. Our client is currently seeking a Sage 100 Support Supervisor to oversee all activity on the helpdesk.

This is a direct-hire, full-time position that can be remotely based anywhere in the US or Canada.

The Role You ll Play

In addition to leading and managing staff you will provide accurate, timely technical support to customers primarily via the telephone, email and connecting remotely. The callers will expect enterprise-level support; therefore, the Support Supervisor will need to be well-versed technically and fully understand customer service concepts. The Support Supervisor will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Support Supervisor must be adept at balancing multiple priorities.

• Effectively oversee and take ownership of all helpdesk activities and expedite tickets as needed.
• Serve as the go-to person for customers facing complex Sage 100 challenges, troubleshooting issues, and guiding them toward solutions. Manage inbound inquiries through the ticket queue (ChangePoint) and inbound calls transferred from support coordinators.
• Coordinate activities with IT services, sales, consulting, and other colleagues to best service customers.
• Provide updates, status, and completion information to customers within stated time frames.
• Oversee Customer Support queue and ensure timely response to customer s incoming inquiries and that all issues are logged into the customer support system.
• Contribute to building and maintaining a comprehensive knowledge base, empowering team members with how-to self-service content.
• Serve as a backup resource for Consulting to perform consulting tasks as needed.
• Provide exceptional customer service, offering clear, concise, and timely responses to inquiries and requests. Support our team in doing so with ultimate accountability for timely engagement & issue resolution on support cases.
• Manage customer expectations effectively, setting realistic timelines and ensuring transparency throughout the support process. Set the tone for the team on what world-class client experience entails
• Takes personal responsibility to ensure customer satisfaction despite time pressures or significant obstacles. Works to remove barriers to delivering top-notch customer service.
• Stay on top of product updates, releases, and bug fixes, keeping customers informed and navigating upgrades seamlessly. Includes recommendations to clients on timing of upgrades/updates, as well as 3rd party add-on troubleshooting & support.
• Assign tasks, provide training, and guidance, while fostering a collaborative and high-performing team environment

Background Profile:

• Bachelor's degree in computer science, information technology, quality assurance, or equivalent required.
• At least 5 years experience in a technical customer support capacity.
• At least one year of experience supervising support staff.
• Hands-on technical expertise in Sage100 to guide customers through successful project implementation and post go-live support.
• Exceptional communication and presentation skills. Ability to interface with customers on cross-functional work teams both in person and in writing.
• Superior customer-service-oriented focus in al
• Successful track record of delivering on agreed upon business objectives and performance on key metrics.
• Working knowledge of Microsoft Excel, Word and Outlook
• Proven analytical and creative problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.