JOB DETAILS

Senior Analyst-Online Tech Support

CompanySage
LocationDehradun
Work ModeOn Site
PostedMarch 6, 2026
About The Company
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future. Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation. Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part. As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit www.sagepub.com/about-us/our-impact/dei For contact and support, visit https://solutions.sagepub.com/support/home
About the Role

Job Purpose / Key Objectives of the Role

This role is part of Sage’s Global Circulation department, responsible for resolving customer issues related to online access and platform functionality. The position plays a key role in maintaining high customer satisfaction by delivering timely, accurate, and courteous technical support within defined SLAs. The role contributes to Sage’s overall goals by ensuring a seamless digital experience for customers, strengthening trust, and supporting global operational efficiency.
The incumbent is expected to use strong communication, analytical abilities, and problem‑solving skills to support team and departmental objectives.

Key Accountabilities

1. Customer & Technical Support

  • Assist internal and external customers worldwide with access and platform-related technical issues through appropriate communication channels.

  • Provide calm, courteous, and knowledgeable support while maintaining a professional tone.

  • Troubleshoot access problems by developing a thorough understanding of Sage systems, workflows, and processes.

2. Operational Excellence

  • Follow standard operating procedures (SOPs) to gather critical information for ticket resolution.

  • Work within defined SLAs, ensuring timely and accurate completion of tasks under the guidance of the manager.

  • Collaborate with other teams within the Customer Services & Fulfilment division to ensure smooth and efficient ticket resolution.

3. Collaboration & Reporting

  • Work effectively within a global team environment and provide regular updates to senior team members.

  • Support the development and continuous improvement of knowledge base articles and customer experience (CX) initiatives.

4. Continuous Improvement

  • Participate in process improvement activities and recommend enhancements for global and local operations.

  • Contribute actively to documentation and optimization of customer support processes.

  • Support team members in building specialized skillsets across different process areas.

5. Learning & Development

  • Take ownership of personal upskilling in process and business knowledge.

  • Build and maintain productive relationships with key process stakeholders across the organization.

Skills, Qualifications & Experience

Functional Skills & Competencies

  • Excellent analytical and reasoning abilities with strong attention to detail.

  • Strong problem‑solving skills and the ability to think logically under pressure.

  • High-quality customer service orientation with effective administrative ability.

  • Excellent verbal and written communication skills.

  • Ability to work independently with sound judgment and initiative.

  • Strong organizational and time‑management skills.

  • High level of proficiency in MS Office and general computer applications.

Qualifications

  • Graduate or Postgraduate degree (required).

Experience

  • 2–4 years of relevant experience in technical support or customer service.

  • Prior experience in backend technical support or quality analysis is desirable but not essential.

Key Skills
Analytical AbilitiesProblem-SolvingCommunicationCustomer ServiceTroubleshootingSOP AdherenceTime ManagementOrganizational SkillsMS Office ProficiencyReasoning AbilitiesLogical ThinkingInitiativeTechnical SupportQuality Analysis
Categories
Customer Service & SupportTechnologyAdministrative
Job Information
📋Core Responsibilities
This role involves assisting global customers with technical issues related to online access and platform functionality, ensuring timely and accurate support delivery within defined service level agreements (SLAs). Key duties include troubleshooting access problems by understanding Sage systems and collaborating across teams for efficient ticket resolution and process improvement.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
3227
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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