Sage X3 Support

Key Tasks

• To work within the Support team to provide turnkey and specialist guidance to clients and colleagues in the resolution of Sage X3 applications
• To provide excellent customer service
• To ensure software knowledge is kept up to date
• To ensure the proper protection of any customer data in accordance with Company protocols
• To keep internal systems properly updated at all times as required by the organisation
• Record all support logs and related actions on the support database in a clear, understandable and accurate manner
• Keep the customer up to date with the progress of log investigation or resolution.
• Liaise with our suppliers where necessary to obtain the required information or assistance to aid the resolution of a log.
• Work in a team environment, sharing knowledge and information wherever appropriate to achieve the most efficient resolution to logs.
• Handle the escalation of logs to the Support Manager or a Director wherever appropriate and according to the escalation procedures laid out.
• On occasion, provide on-site support/consultancy services to client base.