Sage Support Consultant

As a Sage Support Consultant you will provide first line telephone and remote support to customers for a range of Sage Products and third party add on products.

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our recent accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘2024 UK’s Best Workplaces in Tech’ list.

Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

• Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on-board and acted upon
• Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

• Responding to and resolving Sage support queries via telephone, email and remote access
• Receiving and answering telephone calls or emails from customers on the support helpdesk to work towards resolving cases
• Call Management and prioritisation to ensure service levels agreements are met
• Problems analysis and investigation work
• Data investigation work and report writing
• Keeping up to date with latest software / patches
• To carry out other support duties that may be required
• Promoting continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business
• Always Work safely in accordance with Legislative requirements and Company Policy and Procedures
• Work with the Sage and Pegasus Team Leader and Sage Support team to provide continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business
• Work with Client Directors, Client Success Managers and Client Success Executives to identify customer training or technology improvement opportunities with a view to reducing support issues

• Sage 200 Accreditation preferred
• Knowledge of Sage 200c accounting software is essential
• Accounts knowledge is essential
• Knowledge of Eque2 Construct, Draycir Spindle Document Management, Draycir Credit Hound, Sicon and Eureka add-ons would be a distinct advantage
• Good understanding of Microsoft Office products
• Excellent written and verbal communication skills
• Customer focused with the ability to communicate to customers at a variety of levels
• Good working knowledge of databases and queries an advantage
• Experience with remote access software and associated technologies an advantage
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Discounted gym membership
• Long service rewards