Technical Support Advisor Review

Answering customer queries and solving technical issues by using troubleshooting to identify root issues. Spotting sales and then influencing customers to talk to our sales team to purchase or get more information.

More confident speaking to customers. Improve my troubleshooting skills and also team working skills by sharing best practice with other colleagues.

The course work was fine, actual role itself was not very enjoyable.

Trainers were very helpful and course work deadlines were set so I knew what I had to do.

Got training and coaching as required however kept getting upskilled and given more responsibilities so even with the training there was a lot of areas where I was not sure about.

I had a lot of support from northern skills, whenever I had a question about my work or any concerns they were always there to give a helping hand.

The training made a lot of sense for example if the lines were busy then shifting focus to quick effective calls rather than spending time on sales to help reduce queues and improve customer satisfaction. However in my actual role at Sage this was irrelevant as regardless of specific needs to the customer I still had the same target to hit, no adaption, so sales were always expected on every call no matter the queue etc. would be one example of this.

Yes there a lots of on going activities to take part in.

No

You get good training and coaching but once that is over you are left to sink or swim. Any information that you are expected to read regarding new changes you need to do this in the 45 seconds you get between your next call or do it in your own time. There will be times when we have a team meeting and it goes over the schedule time, affecting my own adherence, then I am left to explain why I am not hitting my adherence target. The job description mentioned there will be some sale spotting, but it does not clarify that this is actual the biggest focus Sage actually cares about. Every day sales are mentioned in the community chat, team chat and directly to you if youre not hitting target. About 80% of what I read at sage is about sales. You could have a day when there is a huge queue of customers during your whole shift, naturally they will be irritated by the wait they have experience but then you're expected to use more of their time up by pitching several different sales.

The job will be hard once your coaching is over and you don't have anyone side by side but it will get easier once you grow your knowledge and confidence. After taking a hard call don't be afraid to use your personal time to have a breather. Be prepare to pitch sales, a lot.