Sage Customer Support Analyst Reviews | Glassdoor.co.uk

Sage Customer Support Analyst Reviews

Updated 12 Feb 2019

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Found 30 reviews

4.0
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64%
Recommend to a Friend
100%
Approve of CEO
Sage CEO Steve Hare
Steve Hare
1 Ratings
  1. Helpful (2)

    "Sage is the best company that I have had the pleasure of working for thus far."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst in Lawrenceville, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Sage full-time for more than 3 years

    Pros

    No micromanagement. Warm, friendly environment. Health/company Benefits. Sales lead perks. Allotted vacation time. Work from home opportunities.

    Cons

    Starting pay could be higher. No option to request vacation time for the day after Christmas.

    Advice to Management

    No advice at this time. Keep up the good work.

    Sage2019-02-12

    Sage Response

    February 13, 2019

    Thanks for taking the time to share your thoughts - we're glad you love it here as much as we do!

  2. Helpful (7)

    "It's Decent....Not Amazing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst in Lawrenceville, GA
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at Sage full-time for more than 3 years

    Pros

    Great benefits. Nice location for commute. Good Holiday

    Cons

    They pay more attention to sales position than any other position. They get treated way better than Support or any other function. They tend to not care about Support analysts and their comfortable workflow utilities. There's no job opportunities for Support to move up. Takes several years to advance your career path or obtain your true salary value.

    Advice to Management

    Pay attention more to Support and stop treating Sales like Kings and Queens. Support teams are noticing the biased benefits and perks of sales which is complete nonsense. Pay attention to WHAT CUSTOMERS ARE SAYING. Callback Queues are not the best method and causing you to lose customer base quicker than other companies I've worked for!

    Sage2017-11-21

    Sage Response

    November 23, 2017Channel and Campaign Manager, Talent Acquisition Team

    Thanks for your insight and feedback. We value all colleagues and every single one has an impact on customers. Have you worked with your manager to create a development plan? Within YourSage under People>Performance Management you'll find the Performance Management Playbook and ...

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  3. Helpful (3)

    "Employee first and customer will be taken care of."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst II in Richmond, BC
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Sage full-time for more than 5 years

    Pros

    Benefits are comparable to other companies. The location is accessible by public transport.

    Cons

    Always changing rules. Low payscale. Ridiculous performance rating requirement to get a bonus or increment.

    Advice to Management

    Make employees as expert of one software not jack of all trades(software)

    Sage2017-07-28
  4. Helpful (4)

    "Customer Support Analyst"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Analyst in Lawrenceville, GA
    Recommends
    Positive Outlook
    Disapproves of CEO

    I worked at Sage full-time for more than 8 years

    Pros

    Good benefits, great work environment

    Cons

    Management picks favorites and these are the only people that get promoted.

    Advice to Management

    Be fair!

    Sage2017-05-15

    Sage Response

    May 22, 2017Group Employer Brand Manager

    Thank you for taking the time leave a review, your voice as colleague is important. We are working hard to ensure that colleagues like you don’t just work at Sage, but have the opportunity to enjoy and build a long-term career with us. Individual review sessions are held twice a ...

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  5. Helpful (30)

    "Going downhill"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst in Lawrenceville, GA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Sage full-time for more than a year

    Pros

    Sage started off wonderful; the training was thorough and very hands on, clear expectations were set, many resources for help and assistant on the job, laid-back office atmosphere, lenient policies on attendance and daily work flow

    Cons

    As Sage progresses you see more micro-management, lots of policies being changed, unrealistic goals to be met, larger workloads with little to no training and no compensation for the increased workload, unrealistic procedures to resolve issues

    Advice to Management

    Don't push your employees and put unnecessary stresses on them for company faults

    Sage2017-02-17

    Sage Response

    February 23, 2017Group Employer Brand Manager

    Thanks for your feedback. Sage is wonderful and we put emphasis on colleague learning and development - for example Linda.com in The Sage Academy has 1000s of hours of training...from personal and career development to technical training. We are also investing in leadership development ...

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  6. Helpful (12)

    "The devil you know vs the devil you don't."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst in Beaverton, OR
    Neutral Outlook
    No Opinion of CEO

    I have been working at Sage full-time for more than 3 years

    Pros

    Great work life balance Good salary Multiple products Sales, support and development in one building.

    Cons

    The focus has stepped away from technology and leaned more towards marketing. Promotion process is long and difficult. You can come to work everyday and be a good employee that gets the job done and receives high scores, but it's not good enough, yet an employee that calls in sick all the time, makes customers angry and had been on multiple behavior plans will be promoted and given opportunities that advance their...

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    Advice to Management

    Be professional. Be a leader. Be real.

    Sage2016-10-26

    Sage Response

    October 31, 2016Group Employer Brand Manager

    Thanks for your review and we are pleased to hear your work-life balance is positive and your salary is competitive as we work hard in these areas. We are starting a new leading for leaders programme soon and this will address a number of the issues you have raised. The specific ...

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  7. Helpful (4)

    "crappy work practice"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Analyst in Richmond, BC
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at Sage (Less than a year)

    Pros

    Colleagues make the job worthwhile or at least tolerable. Once in a while will treat us with a greasy spoon meal (fried chicken, pizza, burger, subway or give us donuts.

    Cons

    Will fire 30-60% of their people in the first 6 months for "performance", which is their way of saying that you weren't the unicorn they were looking for. In other words, their hiring strategy is to hire in bulk through employment agencies, train people very little, and then throw half of them out and roll the dice again.

    Advice to Management

    Grow some balls instead of hiding behind employment agencies. Show a bit of leadership and give employees feedback for their work instead of pretending that everything is fine until you decide to throw them out.

    Sage2016-10-29
  8. Helpful (33)

    "Fast turn-around everywhere but where it counts: Employee feedback."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Analyst II in Long Beach, CA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Sage for more than 8 years

    Pros

    -Nice offices depending on where you're located -Benefits are great considering other non-startup company -Atmosphere, while tense because of restructuring, is fairly laid back -Your co-workers are among the best you'll work with, some managers however....*shrugs*

    Cons

    -Work-life balance is a joke (don't be sick too many times or have serious health issues or you'll find yourself in trouble fairly quickly). Also new provider for Disability will only call at the end of their day, nearly insuring denied claims. -Managers and Upper management are fairly unresponsible to criticism. To the point of taking it personally. -Some metrics that we're measured on are out of our control...

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    Advice to Management

    Sage has changed a lot for the last two years and while our stock (both financial and reputation-wise) has grown, most employees don't feel the same sense of pride for their work as we used to. Micro-management and unrealistic day to day expectations concerning inbound calls (all-inbound all the time, even if you have cases piling up) compounded by the lack of long-term re-training and career path direction has caused...

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    Sage2016-07-01
  9. Helpful (33)

    "Don't Waste Your Time - the stress is NOT worth it!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Analyst (Then Associate) in Beaverton, OR
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Sage

    Pros

    When I started over 2 years ago, there were weekly team meetings, monthly or quarterly campus wide or company/division/country/region-wide meetings during which we heard about/discussed notable news/events/issues. We had scheduled time off the phones to work on customer projects, get help from other team members, or learn/explore skills to improve our roles. There were reasonable metrics and expectations in terms of taking...

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    Cons

    And then it slowly began to change...the quaint and delightful meadow eroded into an oozing swampy cesspool. Middle management became MICRO management and all sense of value (for the individual contributions of employees as team members) gave way to backstabbing, malicious gossip, every-man-for-themselves as the ship ran a ground. I could go on and on about the ineptitude, but that may be immature. So back to the ship!...

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    Advice to Management

    It's hard to know where to start...obviously Sage is not a non-profit. Technology is a competitive industry. Sage has talent and resources and a fabulous marketing group to convert the masses. Customers for life begins with the employees who have direct contact with them, especially on a frequent basis and when things are going wrong or they need help. Those of us who SUPPORT customers are the ones doing alot of dirty...

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    Sage2016-08-04
  10. Helpful (1)

    "Customer Support Analyst"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Support Analyst/Customer Support Analyst in Lawrenceville, GA

    I have been working at Sage full-time for more than a year

    Pros

    Most of the people that you work with are awesome people. They work hard, have been with the company for 5+ years, and will go out of their way to help you if they like you. Management (when not being micromanaged) is friendly and personable.

    Cons

    Most of the times there will be a high workload, especially if you are talented. However, more talent doesn't equate to more money or recognition. The better you are, the more they need you for that exact position.

    Advice to Management

    In most areas, keep up the great work. Good structure when getting new people acclimated but overbearing at times.

    Sage2016-03-15
Found 30 reviews