Technical Support Advisor Review

At Sage, I help customers process their payroll. I advise them of legislation and what HMRC require from them. I advise customers how to correct any mistakes that they make. If they have any technical issues, in regards to the actual software I help resolve these and identify the issue.

I now have skills in a telephony environment as I only had face to face experience before joining Sage. I now have a better telephone manner and am much more comfortable conversing with customers in this way. Working at Sage has increased my interpersonal skills, such as listening and responsibility.

I enjoy the challenges that each day presents in the job role at Sage. I enjoy the learning side of things and like to learn new things and expand my knowledge. I use this new knowledge to complete assignments to the best of my understanding and I enjoy the written side of things, also.

Sometimes, there is a little unorganisation as days are often moved and around and we don't know which day is the correct day to attend the day offline day session for apprenticeship work. Some groups get the day offline every 2 weeks, some every 3 which is not fair. Also, 2 hours per week is often taken off us to go back online to take calls depending how bad calls are, but even this 2 hours a week is not sufficient when not being taken off us. We are expected to complete assignments and other paperwork in this 2 hours and be fully completed on time.

It depends what I need support with. I had personal/home issues and they were extremely understanding. In regards to the target side of things, they ask how I think I could improve, but if I knew how to improve I would not ask for help and would just do it.

We have regular meetings with our assessor, who checks how much work has been completed and what is still outstanding. We meet every 6-12 weeks and discuss these issues. They also remind us when these meetings are and what is expected from us. It has been outline since day one what is required.

I feel as though quite a lot of the qualification is self explanatory. Quite a bit of it is to do with legislation so far, which does not impact directly with the quality of my customer service. If you come from a customer service background, how to act is second nature. I don't feel like it makes me better at my job.

We can get involved in Sage Foundation days, where we go into the wider community and help do charity work and any other activities. We have had the opportunity to do food bank work and to work with older people's residential homes being redecorated. We get 5 days a year to do this.

Yes

Sage is a good company with good morals and great, unique employee benefits. Some aspects could be worked on but not every company is perfect and everyone has different experiences. There are so many opportunities in Sage also that it means it can be good for any kind of person.

Be yourself and ensure that you a truthful. Make sure that anyone from any background can work at Sage, does not necessarily have to be from a tech background as everyone goes through the same technical training. They look after their employees from day one so ensure that you are a hard worker.