Customer Support Specialist- Sage HCM
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (85% match) is an eligible occupation, with a going rate of £41,700, and Sage is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Worth checking: this could also be SOC 7219 (Customer service occupations not elsewhere classified., If the role is primarily customer service rather than technical troubleshooting), which is not on the eligible-occupation list. Ask Sage what the duties actually are.
About the role
We are hiring Customer Support Specialists for Sage HCM. In this role, you will investigate and troubleshoot complex customer issues through hands-on testing and root cause analysis. You'll collaborate with internal teams to validate findings, escalate defects and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices.
Key Responsibilities
- Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
- Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.
- Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.
- Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
- Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
- Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.
- Prior experience in a customer support or service role (phone, email, or chat) at an HRIS/HCM or Payroll Technology company..
- Ability to analyze and reproduce technical customer issues.
- Demonstrated customer focus with the ability to educate and guide users.
- Solid problem solving skills with structured troubleshooting approaches.
- Comfort working in a fast paced environment with evolving priorities.
- Ability to use and navigate multiple IT systems
- Strong written and verbal communication skills
- Experience providing Level 2 or advanced technical support.
- Background in software troubleshooting or application support.
- Familiarity with defect escalation or issue tracking systems.
This description is the source posting as it read when we added it. We are not affiliated with Sage, so check their own site for the current details.
Where this offer sits in the market
SOC 3132 · UK · ONS ASHE 2025 · ~158k in sampleSimilar sponsored roles
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About sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Sage holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.