About Company
Sage Group plc is a global market leader for technology that helps businesses of all sizes manage everything from money to people. Operating in 24 countries, Sage provides accounting, payroll, and payment systems to millions of businesses worldwide, including a significant number within the UK’s vibrant charity sector. More than just a software provider, Sage is deeply committed to supporting the communities it serves. Through the Sage Foundation, the company donates 2% of employees’ time and 5% of its free cash flow to charitable causes, empowering colleagues to make a real difference and investing in non-profit organisations around the world. Based in Newcastle upon Tyne, where its roots run deep, Sage combines local commitment with a global vision, fostering an inclusive and innovative environment where employees can thrive and contribute to meaningful impact. Join a company that not only builds powerful software but also believes in doing good in the world.
Job Description
Are you passionate about leveraging your analytical and support skills to empower charitable organisations? Do you thrive in a remote-first environment, dedicated to making a tangible difference from anywhere in the UK? Sage Group plc is seeking a highly motivated and empathetic Remote Charity Support Analyst to join our dynamic team. In this pivotal role, you will be the front-line support for our charity sector clients and internal charitable initiatives, ensuring their seamless operation with Sage’s cutting-edge software solutions.
This isn’t just a troubleshooting role; it’s an opportunity to deeply understand the unique challenges faced by non-profit organisations and provide tailored, impactful solutions. You will be responsible for resolving technical queries, guiding users through software functionalities, and collaborating with internal teams to escalate and resolve complex issues, ensuring minimal disruption to their vital work. Your day-to-day will involve a mix of direct client interaction via phone, email, and chat, data analysis to identify recurring trends and opportunities for proactive support, and contributing to the development of comprehensive knowledge base articles to empower self-service and enhance user understanding. We’re looking for someone who can translate complex technical jargon into clear, concise, and actionable advice, build strong, trust-based relationships with our charity partners, and genuinely champion the unique needs of the charity sector within Sage’s product development and service delivery frameworks.
Working remotely across the UK, you will be an integral part of a collaborative and supportive team, utilising virtual communication tools and cutting-edge remote access technologies to maintain high standards of service and internal collaboration. You will contribute actively to a culture of continuous improvement, always seeking innovative ways to enhance our service delivery processes and product offerings specifically for charities. This role demands a proactive approach, exceptional critical thinking and problem-solving abilities, and an unwavering commitment to supporting organisations dedicated to positive social impact. You’ll have the autonomy to manage your workload effectively while being part of a larger team that values mutual support and shared success. If you’re ready to combine your technical aptitude with a truly purpose-driven career, we encourage you to apply and help us empower those who help others, ensuring they can focus on their mission, not their software.
Key Responsibilities
- Provide expert technical and functional support to charity clients and internal teams via various channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve complex software issues, ensuring timely and effective resolutions.
- Guide users through Sage software functionalities, best practices, and configuration specific to the charity sector.
- Escalate unresolved issues to higher-tier support or development teams, providing clear and concise documentation.
- Contribute to the creation and maintenance of a comprehensive knowledge base, FAQs, and self-help articles.
- Analyse support tickets and data to identify recurring issues, trends, and opportunities for proactive interventions.
- Act as an advocate for charity clients, providing feedback to product and development teams to enhance software features.
- Participate in remote team meetings, training sessions, and continuous professional development initiatives.
- Maintain high levels of customer satisfaction and service quality in all interactions.
Required Skills
- Proven experience (2+ years) in a technical support, customer service, or analyst role, ideally in a software environment.
- Strong understanding of accounting principles or financial software.
- Excellent problem-solving and analytical skills with meticulous attention to detail.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM systems and remote support tools.
- Ability to work independently and manage time effectively in a remote work setting.
- Demonstrated empathy and patience when dealing with user inquiries and challenges.
- Right to work in the UK.
Preferred Qualifications
- Experience working with or within the charity/non-profit sector.
- Familiarity with Sage products (e.g., Sage 50, Sage 200, Sage Intacct).
- ITIL Foundation certification or similar service management qualification.
- A degree in Information Technology, Business, Finance, or a related field.
Perks & Benefits
- Flexible remote working model, allowing you to work from anywhere in the UK.
- Competitive salary and performance-based bonuses.
- Generous pension scheme with employer contributions.
- Private medical insurance and life assurance.
- 25 days annual leave, plus bank holidays, with the option to buy/sell more.
- Extensive learning and development opportunities.
- Access to the Sage Foundation for volunteering and charitable giving.
- Employee assistance program and wellbeing initiatives.
- Technology allowance to support your home office setup.
How to Apply
Ready to make a meaningful impact with your skills? We encourage all qualified candidates to click on the application link below to explore current opportunities and submit your application directly through Sage’s official careers portal. Please ensure your CV and cover letter highlight your relevant experience and passion for supporting the charity sector.