Job Title

We are looking for a Product Specialist to deliver exceptional customer and technical support for Sage products.Experience & Work Model:- 2–5 years of experience in Product Support / Technical Support / Application Support - Hybrid work model – 3 days working from the office - Night shift role: 11:00 PM – 8:00 AMKey Responsibilities:- Identify root causes of software or system issues through strong probing, analysis, and troubleshooting. - Act as a frontline technical resource, driving first‑call resolution and escalating issues when required. - Stay current on applications, systems, processes, and procedures through ongoing training. - Own the end‑to‑end customer support experience across phone, email, and chat, meeting defined SLAs and metrics. - Help customers maximise product value by promoting features and available resources. - Accurately document customer interactions and contribute to improving knowledge bases and processes. - Collaborate effectively within the team while prioritising work to balance customer impact and operational efficiency. - Communicate clearly and effectively, demonstrating active listening, accountability, adaptability, and a strong customer focus. - Troubleshoot API integration issues by analysing logs, response codes, and validating requests/responses to ensure seamless data synchronisation between Sage Intacct and other systems. - Apply analytical and critical‑thinking skills to deliver optimal solutions.