Job Description

Are you passionate about technology, solving problems, and delivering exceptional customer experiences Join the Inventory Planner by Sage team as a Product Support Expert and play a key role in helping retailers optimize their inventory planning and grow their businesses.

This is an exciting opportunity for someone looking to build a career in the SaaS industry. You'll become an expert in inventory forecasting while providing world-class technical support to our growing customer base. Working closely with teams across the business, you'll gain valuable exposure to how a high-performing software company operates while making a meaningful impact on customer success.

If you're naturally curious, enjoy troubleshooting, and thrive in a collaborative, fast-paced environment, we'd love to hear from you.

Location - 3 days per week out of our Bangalore office.

Key Responsibilities

As a Product Support Expert, you will:

Deliver exceptional technical support through live chat, email, and screen-sharing sessions.
Troubleshoot, investigate, and replicate customer-reported product issues to identify root causes.
Clearly explain product functionality, best practices, and solutions that meet customer business needs.
Document issues with detailed reproduction steps and technical analysis for internal teams.
Prioritize and manage time-sensitive support requests, ensuring timely resolution and proactive customer communication.
Identify recurring trends, product issues, and knowledge gaps, providing valuable feedback to Product, Engineering, and Support teams.
Maintain accurate customer records and case documentation within support systems.
Collaborate with cross-functional teams to continuously improve customer outcomes, product adoption, and overall user experience.
Support strategic projects focused on software enhancements, integrations, and partner solutions.
Leverage customer insights and product usage data to identify opportunities that support customer growth within the Sage ecosystem.
Contribute to a collaborative, transparent, and customer-focused team culture while embracing continuous learning and professional development.
Performance Expectations

Success in this role includes:

Consistently achieving monthly support and performance targets.
Delivering screen-share support sessions when required.
Maintaining a Customer Satisfaction (CSAT) score of 90% or higher based on support interactions.
Providing high-quality escalations to Advanced Support and Engineering teams with comprehensive documentation.
Delivering a true Customer First experience in every interaction.
Managing support queues efficiently by following FIFO principles while appropriately prioritizing urgent and high-tier cases.
Providing timely updates and complete resolutions to customer tickets.
Consistently achieving all Level 1 (L1) Support performance objectives.

We're looking for someone who is:

Passionate about technology and delivering exceptional customer service.
A strong problem solver with excellent analytical and troubleshooting skills.
An effective communicator who can explain technical concepts clearly to customers.
Highly organized, detail-oriented, and able to manage multiple priorities.
Collaborative, adaptable, and committed to continuous improvement.
Eager to learn new technologies and grow within the SaaS industry.

Preferred Experience

Experience supporting SaaS applications.
Experience with eCommerce platforms such as Shopify, Amazon, or similar marketplaces.
Knowledge of inventory management, forecasting, or retail operations.
Previous experience in a customer-facing technical support environment.
Experience providing technical support via phone, live chat, email, and screen sharing.
Why Join Us

At Sage, you'll be part of a team that values innovation, collaboration, and customer success. You'll have the opportunity to develop in-demand technical skills, work alongside talented professionals across multiple functions, and contribute to solutions that help thousands of businesses succeed. If you're looking for a role where you can learn, grow, and make a real impact, this is the opportunity for you.