Techincal Support Advisor Review

In my day to day job role I answer queries regarding the Sage 50 Cloud payroll software through mediums such as telephone and email. In particular I troubleshoot error messages that appear in the program and also talk customers through important processes within the program such as payroll year end.

As Sage was my first job giving customer service through the telephone I learnt a lot about how to best do this and how to adapt my customer service skills to suit different customers needs. I also feel working at Sage has boosted my confidence as I have to deal with a variety of situations on the phone, ranging from complaints, to speaking to other departments etc.

I enjoy my job role within Sage as not one day is the same. I find that I am always learning new things each day which keeps me on my toes and keeps me interested in the job role. Alongside this the apprenticeship work is challenging yet also can be fun to do. In particular, our classroom sessions are fun and interactive, whilst also providing the necessary information.

Overall the program is organised, however in busy times such as 'payroll year end' we have had to loose some of our apprenticeship time to stay on the phone lines. However we will be getting this time back which reassures me ill be able to keep up with targets given to me.

In regards to support we receive help from various people, including managers, coaches, floorwalkers and other colleagues. In particular, the help received from coaches is also extremely helpful and personal to us, they will listen to our calls and take notes to give constructive feedback that we can learn from and grow

At Sage our training provider 'Northern Skills Group' have 3 members of staff that are primarily based on-site at Sage. This includes our day release tutor and assessors. This means that whenever I have a quick question I can just pop over to their desks and they are always happy to support and answer any questions I have.

Although the apprenticeship is well structured and we learn a lot of information I find that this information rarely helps me directly with my job role. There are some aspects of the apprenticeship where targets etc. are discussed which can help but I feel that the support to perform better in the actual job role comes from the employer rather than the training provider

Within Sage we have access to the 'sage foundation' program. This includes 5 paid days of volunteer work where we can personally choose a charity etc. to offer our support and services to. Additionally, there are regular parties planned which allows everyone to have fun and network with people from other areas of Sage.

Yes

Not one day is the same in Sage which makes it a really exciting place to work. The support I receive from managers is also really good and unlike any other job role I've had previously. Also in regards to apprenticeships the wage we receive is really good and better than a lot of other apprenticeship programs

One of sage's main principles is 'customers first' so I feel that it helps to be a very customer orientated person who actually cares about the customers experience and does everything they can to help. I would also recommend to anyone to just be themselves and not be afraid to let their personality shine through