Customer Support Specialist Sage 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.

In this role, you'll investigate and resolve challenging customer issues through hands‑on testing, troubleshooting, and root cause analysis. You’ll work closely with cross‑functional teams to validate findings, identify product improvements, and elevate defects when necessary. Most importantly, you’ll partner directly with customers, providing expert guidance, practical solutions, and best‑practice recommendations that help them succeed. This is a hybrid role based in our Cobalt office 3days per week.

As a Customer Support Specialist, you’ll take ownership of complex customer cases from investigation through to resolution, using hands‑on troubleshooting, testing, and root cause analysis to identify effective solutions. Working closely with customers and cross‑functional teams, you’ll validate issues, escalated 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.

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, with the ability to investigate, reproduce, and resolve technical issues while clearly communicating solutions to customers. You’ll be comfortable navigating multiple systems, managing competing priorities in a fast‑paced environment, and helping users build confidence in their product knowledge.

Experience providing Level2 or advanced technical support, supporting software applications, and working with defect escalation or issue‑tracking systems would be a distinct advantage. Most importantly, you’ll 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 and 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

Country:
United Kingdom
Office

Location:

Newcastle
Work Place type:
Hybrid