Job Purpose:
Online Product Support Associate (OPSA) is responsible for ensuring the successful delivery of digital products that meet user needs and align with the organization's goals and objectives. Shall regularly correspond, as advised, with all concerned staff in the Sage UK/US office to report in a prescribed reporting format on a daily or weekly basis via email, or video conference.
Shall manage various tasks as assigned to you, from time to time. Shall maintain high quality communication and excellent relationships with external and internal team members.
Key Accountabilities:
Scope of work includes, but are not limited to, the following:
Managing day-to-day queries related to the various online products support tasks.
- Ensure completion of online product support tasks within the established Service Level Agreements.
- OPSA should be able to maintain relationships with various stakeholders, such as vendors, and internal teams, to ensure the success delivery of the product.
- OPSA should be able to ensure that products meet quality standards, are delivered on time.
- Create and maintain metadata records for digital collections and resources using appropriate metadata schemas and standards
- Ensuring content files are delivered with the highest quality and within agreed timeframes.
- All the JIRA tickets assigned needs to be completed within their specified time limit without breaching their SLA’s.
- Well versed with current with emerging metadata standards, technologies, and trends
- Ensure all emails should be responded within 24 hours of receipt.
- Ensure OPSA should strictly follow all the laid down workflows and processes while performing various tasks.
- All the down streaming issues needs to be resolved within their specified time limit
Skills, Qualifications & Experience:
- Bachelor’s degree in Computer Science BTech
- Excellent written and verbal English and the ability to communicate concisely.
- 1 - 2 years of experience in IT especially in XML. Good understanding of online publishing protocols is preferred.
- Familiarity with MARC/KBART and library technologies is an advantage but not necessary.
- Must have Team Building and problem-solving skills and establishing good working relationships with colleagues.
- Able to work effectively both independently and as part of a team.
- Ability to keep multiple projects on schedule.
- A confident team player who engages fully, openly, and appropriately in discussions
- This position occasionally requires to work in UK shift at least 3 days in a week (12:00 to 8:00 pm)
Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.
Suitable candidates can share their resume at