Customer Support Specialist- Sage HCM

Customer Support Specialist – Sage HCM We are hiring Customer Support Specialists for Sage HCM. In this hybrid role (3 days per week in office) 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, escalated defects, and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices. 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 escalates 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 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. Qualifications 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. Strong 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 Level2 or advanced technical support. Background in software troubleshooting or application support. Familiarity with defect escalation or issue tracking systems. Benefits Competitive salaries that place us in the top5% of similar‑sized companies. Comprehensive health, dental and vision coverage. 401(k) retirement match: 100 % matching up to 4 %. 32days paid time off (21 personal days, 10 national holidays, 1 floating holiday). 18weeks paid parental leave for birth, adoption or surrogacy offered 1year after start date. 5days paid yearly to volunteer through Sage Foundation. $5 250tuition reimbursement per calendar year starting 6months 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. Equal Employment Opportunity (EEO) Sage is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. #J-18808-Ljbffr