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Onboarding & Installation Support Representative
Job in
Lawrenceville, Gwinnett County, Georgia, 30243, USA
Listed on 2026-06-07
Listing for:
Sage City
Full Time
position Listed on 2026-06-07
Job specializations:
-
IT/Tech
Technical Support, IT Support, HelpDesk/Support
Job Description & How to Apply Below
We are seeking an Onboarding & Installation Support Representative to support customer onboarding and installation for Sage 50 (Hosted and Desktop). This role plays a critical part in ensuring customers get started quickly and confidently, accelerating time‑to‑value, improving customer satisfaction, and reducing early‑stage churn.
Key Responsibilities- Guide customers through accessing and navigating their Sage 50 Hosted environment
- Provide structured, step‑by‑step onboarding and installation support using documented processes
- Deliver clear, patient assistance to customers with varying levels of technical expertise
- Support full onboarding for Sage 50 Hosted and Desktop, including environment setup and configuration
- Assist customers with initial company setup (e.g., chart of accounts, invoicing, basic configurations)
- Conduct product tours, onboarding walkthroughs, and feature demonstrations
- Raise, manage, and track Cloud Ops Service tickets to resolution
- Leverage support documentation and knowledge base articles to troubleshoot and resolve inquiries
- Identify common onboarding challenges and provide feedback to improve processes and documentation
- Strong written and verbal communication skills
- Ability to explain complex or technical concepts in simple, easy‑to‑understand terms
- Customer‑focused mindset with high levels of patience and professionalism
- Experience in customer onboarding, software implementation, or technical support environments
- Familiarity with Microsoft tools and multi‑factor authentication (MFA)
- Competitive salaries positioned in the top 5% of similar sized companies
- Comprehensive health, dental and vision coverage
- 401(k) retirement match (100% matching up to 4%)
- 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
- 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
- 5 days paid yearly to volunteer (through Sage Foundation)
- $5,250 tuition reimbursement per calendar year starting 6 months 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
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