Job Description

Are you passionate about solving complex problems and delivering exceptional customer experiences? Join our team as a Customer Support Specialist for Sage HCM, where you'll play a key role in helping customers get the most from their HR and payroll solutions.

In this role, you'll investigate and resolve challenging customer issues through hands-on testing, troubleshooting, and root cause analysis. You'll work closely with cross-functional teams to validate findings, identify product improvements, and escalate defects where needed. Most importantly, you'll partner directly with customers, providing expert guidance, practical solutions, and best-practice recommendations that help them succeed.

This is a hybrid role based in our Cobalt office 3 days per week.

Key Responsibilities

What will you be doing?

As a Customer Support Specialist, you'll take ownership of complex customer cases from investigation through to resolution, using hands-on troubleshooting, testing, and root cause analysis to identify effective solutions. Working closely with customers and cross-functional teams, you'll validate issues, escalate confirmed defects, contribute to product improvements, and provide clear guidance that helps users get the most from their software. You'll maintain detailed technical documentation, ensuring a seamless support experience, while identifying recurring trends and recommending enhancements that improve processes, product stability, and overall customer satisfaction. This is an exciting opportunity for someone who enjoys problem-solving, collaborating with others, and making a real impact on the customer experience.