Frontline Sage Integration Support Agent

• Provide first -line and second -line support to clients using the Listener Debtors Module.
  
• Assist clients with Sage Evolution–related queries, configuration issues, and best practice guidance.
  
• Troubleshoot and resolve technical and functional issues related to the integration between Listener and Sage.
  
• Log, track, and manage support tickets to closure within defined SLAs.
  
• Escalate complex issues to internal teams where necessary, while maintaining ownership of communication with the client.
  

• Support the deployment of the Listener–Sage Evolution integration for new clients.
  
• Assist with testing, data validation, and configuration during onboarding.
  
• Provide training, hand -holding, and guidance to new users to ensure successful adoption.
  
• Work closely with implementation teams to identify gaps, improvements, and opportunities for optimisation.
  

• Deliver ongoing assistance once clients go live, ensuring stability and smooth operation.
  
• Build strong professional relationships with clients through proactive communication and reliable support.
  
• Identify recurring problems or enhancement opportunities and provide feedback to the development and product teams.
  

• Maintain accurate documentation of solutions, processes, and client environments.
  
• Participate in continuous improvement initiatives to enhance support delivery and client experience.
  
• Assist with internal testing and validation of new features related to the Debtors Module and the Sage integration.
  

Requirements

• Minimum 2–3 years’ experience working with Sage Evolution 200.
  
• Sage Practitioner qualification.
  
• Strong understanding of debtors processes, financial modules, and accounting workflows.
  
• Experience with software support, helpdesk environments, or ERP -related support functions.
  
• Exposure to system integrations or financial -data synchronisation is beneficial.
  

• Excellent troubleshooting and problem -solving abilities.
  
• Strong communication skills, both written and verbal.
  
• Ability to explain technical concepts in an understandable way to end users.
  
• High attention to detail and strong organisational skills.
  
• Ability to work independently and as part of a team.
  
• Customer -centric mindset with a focus on service excellence.
  
• Ability to manage multiple tasks and priorities in a fast -paced environment.
  

• Professional, patient, and solution -oriented.
  
• Passionate about helping clients and improving their experience.
  
• Eager to learn, adaptable, and comfortable working with evolving software.
  
• Confident in guiding and training users through new processes.