Customer Services Analyst

We’re looking for a customer-focused, technically curious Customer Services Analyst to deliver fast, effective support across Sage’s product suite. In this role, you’ll troubleshoot issues, drive first-contact resolution, and create a consistently excellent customer experience.



This is a Hybrid role based on-site in Lawrenceville, GA three days per week.
• Diagnose and resolve customer issues by identifying root causes across Sage products and systems

• Deliver timely, high-quality support via phone, email, and chat, driving first-contact resolution wherever possible

• Troubleshoot low to moderately complex technical issues using structured problem-solving and testing approaches

• Escalate complex or high-impact cases with clear documentation and context

• Build strong customer relationships by understanding needs and guiding users to get maximum value from Sage solutions

• Maintain accurate case documentation and contribute to knowledge base and process improvements

• Collaborate with team members and manage workload effectively to meet service levels and customer expectations



Qualifications:



• 2+ years of experience in customer service, technical support, or a related role

• Strong communication skills with the ability to explain technical concepts clearly

• Proven problem-solving and analytical skills with a structured approach to troubleshooting

• Customer-first mindset with a track record of delivering high-quality support

• Ability to manage multiple priorities in a fast-paced environment

• Comfortable learning new technologies and maintaining up-to-date product knowledge



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/



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