Sage 200 Support Consultant

Pinnacle, the technology division of K3 Advisory Group, has a new opportunity as a Sage 200 Support Consultant. In this role you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers have a seamless experience. Reporting to the Sage 200 Support Team Leader, the successful candidate will provide support to Sage 200 customers in a wide range of industries ensuring customers experience exceptional service. This role operates on a predominantly work from home basis (within the UK) with occasional travel to an office for training, team events etc.

Key Responsibilities

• Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
• Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
• Product Advice: Provide context‑specific advice to customers experiencing problems with our products.
• Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
• Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
• Collaboration: Collaborate with internal teams and third‑party suppliers to resolve customer issues and provide feedback on product enhancements.
• Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
• Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.

The Ideal Candidate

• Proven experience with Sage 200 support.
• Proficiency in SQL and proven IT support/administration experience.
• Experience with Sage ISVs such as Draycir or Sicon is advantageous.
• Excellent communication skills for dealing with customers at all levels and with internal peers.
• Strong problem‑solving, self‑motivated, and organized.
• Active promotion of Pinnacle services and software solutions, including providing training sessions as required.

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