Senior Technical Support Agent - Sage Evolution

Are you passionate about solving problems and delivering a great customer experience? We’re looking for a Senior Technical Support Agent to support Sage Evolution Business Partners and customers, combining strong technical troubleshooting skills with a customer-first approach.

In this role, you’ll investigate and resolve Sage Evolution queries, identify the root cause of application and system issues, and help customers get the best possible experience from our solutions.

We’re looking for someone with strong communication skills who is action-oriented, resourceful and brings a growth mindset. Join us and be part of a collaborative environment where your contributions drive success and innovation.

This is a hybrid role that requires a minimum of three days per week on-site at our Johannesburg office.

𝐖𝐡𝐚𝐭 𝐲𝐨𝐮’𝐥𝐥 𝐛𝐞 𝐝𝐨𝐢𝐧𝐠:

• Deliver an exceptional customer experience to Sage Evolution Business Partners and customers across a range of industries.
• Respond to customer queries through telephone, email, Salesforce Community and other support channels.
• Investigate and identify the root cause of software and system issues, using analysis and testing techniques to resolve simple to complex technical problems.
• Create and maintain reusable solutions within the knowledge base, helping to strengthen knowledge sharing across the wider team.
• Prioritise your workload effectively as customer and business needs change, ensuring the best possible outcomes.
• Keep your technical and product knowledge up to date across Sage Evolution, support processes and procedures.
• Contribute to internal initiatives, including product enhancement processes, training development, knowledge management and improvements to customer service.

𝐅𝐢𝐫𝐬𝐭 𝟗𝟎 𝐃𝐚𝐲𝐬 – 𝐖𝐡𝐚𝐭 𝐭𝐨 𝐄𝐱𝐩𝐞𝐜𝐭:

During your first 90 days, you’ll receive comprehensive training and upskilling on Sage Evolution, including its key features, benefits and applications.

You’ll also be introduced to the relevant Standard Operating Procedures and support processes, giving you the knowledge and confidence you need to succeed in the role.

𝐖𝐡𝐨 𝐘𝐨𝐮’𝐥𝐥 𝐖𝐨𝐫𝐤 𝐖𝐢𝐭𝐡:

You’ll work under the guidance of a Services Team Leader and collaborate closely with Senior Technical Support Analysts, Product Support Analysts and Quality Assurance Analysts.

You’ll be part of a supportive, collaborative environment where you can continue building your technical knowledge while making a meaningful impact for our customers.

𝐖𝐡𝐚𝐭 𝐘𝐨𝐮’𝐥𝐥 𝐁𝐫𝐢𝐧𝐠:

• A Bachelor’s degree or National Diploma is preferred.
• 2–3 years’ experience providing technical customer support for Sage products.
• Sage Evolution certification.
• 1–2 years’ hands-on experience supporting Sage Evolution.

If you enjoy solving technical problems, supporting customers and continuously developing your knowledge, this is a great opportunity to build your career while making a real difference to Sage Evolution customers and Business Partners.

𝐖𝐡𝐚𝐭'𝐬 𝐢𝐧 𝐢𝐭 𝐟𝐨𝐫 𝐲𝐨𝐮:

• Work away scheme for up to 10 weeks a year.
• Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.
• Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.
• Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.
• Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.
• Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.
• Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,760 pm.
• Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.
• 15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues increases with seniority. 30 days sick leave in a 3-year cycle, 6 days of Family Responsibility and Religious Leave combined, and 5 or 10 days of sports leave based on representation.
• Paid 5 days yearly to volunteer through our Sage Foundation.
• Employee Assistance Program: free, 24/7 short-term counselling, practical support and coaching for you and your family.
• Flexible work patterns and hybrid working.

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Customer Operations

South Africa

Johannesburg

Hybrid

Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritise growth, make bold choices, and focus and galvanise to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, contact [email protected] .

Senior Technical Support Agent - Sage Evolution

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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. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.