About the Role
<p><span>Pinnacle, the technology division of K3 Capital Group, have 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.</span></p><p><span>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.</span></p><p>This role operates on a predominantly work from home basis (within the UK) with occasional travel to an office for training, team events etc.</p><p></p><p><span><strong>Key responsibilities</strong></span></p><ul><li><p><span>Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.</span></p></li><li><p><span>Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.</span></p></li><li><p><span>Product Advice: Provide context-specific advice to customers experiencing problems with our products.</span></p></li><li><p><span>Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.</span></p></li><li><p><span>Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.</span></p></li><li><p><span>Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on product enhancements.</span></p></li><li><p><span>Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.</span></p></li><li><p><span>Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.</span></p></li></ul><p></p><p><span><strong>The Ideal Candidate </strong></span></p><p><span>Our mission is to deliver projects efficiently, on time, and with precision - using skilled, professional, and engaged resources who are available, responsive, and positive. We remain focused on both customer success and individual performance, including utilisation and revenue. </span></p><ul><li><p><span>Applicants should ideally have a number of years of Sage 200 support experience.</span></p></li><li><p><span>You should be proficient in SQL and have proven IT Support / Administration experience.</span></p></li><li><p><span>Experience with Sage ISVs such as Draycir or Sicon would be advantageous.</span></p></li><li><p><span>You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various departments.</span></p></li><li><p><span>The candidate will also be a good problem-solver, self-motivated and organised.</span></p></li><li><p><span>Actively promote Pinnacle services and software solutions, including providing training sessions as required.</span></p></li></ul><p></p><p><span>#Pinnacle</span></p><p><span>#K3CapitalGroup</span></p>