Job Description

We are seeking a new Developer Services Technician who will provide a 1st class level of customer service by offering solutions to external developers (ISVs) in line with the company vision for Sage 200 Accounts, Sage 50 Accounts and Sage 50 Payroll Products and Developer Programmes in the UK.




You will be involved in delivering High quality technical support to meet Customer/Business Partner/Developer(ISV) needs in accordance with defined standards, best practice & agreed deadlines.




Please note this is a hybrid position - you will work 3 days a week from our Newcastle office.

Key Responsibilities

Key accountabilities and decision ownership:




- Offer high quality technical support to members of the developer programme incorporating:




o Deliver technical solutions via a variety of communication channels in a timely and professional manner both to external customers and internal departments




o Provision of an answer may entail providing a workaround as an interim solution and the role requires the consultant to have sufficient knowledge or seek the appropriate knowledge - be this within their own team or other departments to provide such information.




o Solution Coding and appropriate testing




o Contribution and evolution of defined departmental standards




o Ensure appropriate recording of key information




o Ability to question to appropriately assess business impact




o Knowledge share with peers and team members




o Escalation of issues to appropriate level




o Build and maintain relationships with key stakeholders to drive continuous improvement within the product, team and self.




o Actively participate in selected projects, sprints or work packages as and when required




o Supporting and embracing change with a positive 'can do' approach




o Ensure a positive Net Promoter Score




Skills, know-how and experience:




- Must have:




o Proficiency in English language, verbal and written




o First rate organisation skills & ability to prioritise workload




o Excellent problem-solving skills and questioning techniques with a clear ability to adapt delivery style based on customer need and ability




o Familiar with software design and development skills (e.g. Object-Oriented Programming)




- Preferred:




o Exposure to designing and implementing software in a professional development organisation




o Relevant experience with an industry-recognised software development lifecycle process




o Experience in integrating software components




o Experience with one or more relevant programming languages, such as C# or VB.Net, with the ability to read, understand, and troubleshoot code as part of technical support activities.




o Knowledge of RESTful Web APIs, with experience in consuming and testing endpoints to support troubleshooting and issue resolution.




o Familiarity with OAuth 2.0 and OpenID Connect authentication flows, particularly in the context of diagnosing access and token-related issues during API integrations.




o Experience with one or more relevant Sage UK products, such as Sage 200 Accounts, Sage 50 Accounts or Sage 50 Payroll, or experience with accountancy or financial software solutions.




o Familiarity with tools such as SalesForce, Visual Studio, Microsoft Team Foundation Server (TFS), GitHub or AzureDevOps, with the ability to navigate, test and troubleshoot within these environments as part of technical support activities.




Technical / professional qualifications:




- Either a proven aptitude for software development/support or a degree in computer science (or another numerate discipline)




Key performance indicators:




- Deliver an exceptional customer experience




- Ensure you perform against company measures and objectives




- To meet agreed KPIs and targets for the role




- To deliver and demonstrate strong written and verbal communication skills




- To deliver strong proven problem solving/ analytical skills




#LI-JM2