Customer Support Specialist - HCM

Job Description

Are you passionate about solving complex problems and delivering exceptional customer experiences? Join our team as a Customer Support Specialist for Sage HCM, where you'll play a key role in helping customers get the most from their HR and payroll solutions.

This is a hybrid role based in our Cobalt office three days per week.

As a Customer Support Specialist, you will take ownership of complex customer cases from investigation through to resolution. You will use hands‑on troubleshooting, testing, and root‑cause analysis to identify effective solutions. Working closely with customers and cross‑functional teams, you will validate issues, escape confirmed defects, contribute to product improvements, and provide clear guidance that helps users get the most from their software.

You will maintain detailed technical documentation, ensuring a seamless support experience, while identifying recurring trends and recommending enhancements that improve processes, product stability, and overall customer satisfaction. This is an exciting opportunity for someone who enjoys problem‑solving, collaborating with others, and making a real impact on the customer experience.

We’re seeking a customer‑focused professional ideally with experience supporting HRIS, HCM, or payroll technology solutions who thrives on solving problems and delivering exceptional service. The ideal candidate will have strong analytical and troubleshooting skills, and the ability to investigate, reproduce, and resolve technical issues while clearly communicating solutions to customers. You will be comfortable navigating multiple systems, managing competing priorities in a fast‑paced environment, and helping users build confidence in their product knowledge.

Experience providing Level 2 or advanced technical support, supporting software applications, and working with defect escalation or issue‑tracking systems would be a distinct advantage. Most importantly, you will bring a proactive mindset, excellent communication skills, and a passion for creating positive customer experiences.

• Generous bonuses and pension scheme:
  Up to 8 % matched pension contribution plus 2 % top‑up by Sage
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50 % income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Work‑away scheme for up to 10 weeks a year
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing