In the spotlight today is Robert Machin, a Sage Support Specialist at Paradise Computing. Robert's experience on the Sage helpdesk has equipped him with a wealth of knowledge and skills in customer support and software implementation. With over two years of experience, Robert has developed a passion for problem-solving and supporting our clients.
As a Sage Support Specialist, I work on our helpdesk team, answering Sage 200 queries from our customers over the phone or via email. I support our clients in using the software and work to resolve any issues they may be having. My role requires me to have an in-depth knowledge of Sage 200 and use my problem-solving and communication skills to help our clients.
Since I’ve gained a lot of experience working with Sage, I now deal with higher-end issues and queries, and I’m involved in a lot of the Sage project work which involves installing Sage 200 and setting up other systems such as add-ons from our partners Sicon and Draycir.
The biggest challenge has probably been to build up a rapport with our customers, it takes time for customers to get to know you and trust you. It's important that clients know they can rely on you and the whole Sage support team, to answer their queries and fix issues.
Sometimes clients ring up and ask for a particular member of the Sage helpdesk because they've only ever spoken to this team member before, so in those cases, it's my responsibility to introduce them to other members of the team and let them know that they can rely on all of us for a consistent level of Sage expertise. This helps us share the workload and provide the best service we can to our clients.
One of the most rewarding parts of my job is when I’m given a difficult issue that I’m not too sure how to solve at first, but then after doing some research and testing, I’m able to figure it out and go back to the customer with a solution. It’s a great feeling when you get an email back from them saying ‘That’s great, that worked!’. Obviously, it’s not always that simple, but when you solve something that you didn’t actually know you could, and you learn along the way, that’s probably the most rewarding part.
The biggest achievement was probably passing all my Sage exams, so I'm fully certified in the five main Sage exams which are Financials, Commercials, Report Designer, Bill of Materials and Installation and Configuration. Alongside that would be helping to achieve the Sicon Partner of the Year award. This is the second year in a row that we’ve won it and I’ve felt like I heavily contributed to achieving that award compared to the first time.
Where do I start? I do a lot of sports - football every Monday, I go climbing, specifically bouldering once or twice a week. I do pub quizzes every Thursday with my mates and at the weekend I go and see friends. I like to go hiking a lot too, I did the Three Peaks Challenge last year with the Sage Foundation, and later this year I’m doing the Ultra Challenge on the Jurassic Coast with some others from Paradise. It’s going to be a really exciting challenge!
I have two answers and they both involve waterfalls! I have a vivid memory from when I was younger, I was walking next to a waterfall and slipped and almost fell down it - luckily my dad was there to grab me! The second time was during the Three Peaks Challenge last year, it was 2am on Scafell Pike and we were crossing a strong current of a waterfall, the water was up to your knees and if you slipped you would fall down a waterfall and almost likely not make it back. It was pretty risky, but I didn’t want to be the only one who didn’t do it!
Let's meet Paradise Computing's Project Manager, Gareth Whyley. Gareth has a background in IT consultancy and is a specialist in compliance and project management. He is passionate about helping our clients achieve their goals.
Today, we’re shining the spotlight on Rachmann Joubert, a Sage Support Specialist who has brought his wealth of software development experience to the role to help build solutions for our clients.
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