Customer Support Specialist - Sage HCM

We are hiring Customer Support Specialists for Sage HCM. In this role, 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, escalate defects and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices. Key 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 escalate 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 their 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. Skills, Know How, And Experience
• 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.
• Solid 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 Level 2 or advanced technical support.
• Background in software troubleshooting or application support.
• Familiarity with defect escalation or issue tracking systems.