Faces Of Pinnacle | Meet The Sage 200 Support Team | Jennifer MacDonald
This month we are speaking exclusively to our Sage 200 Support Consultant Jennifer MacDonald! Jennifer has been part of our Sage 200 Support team for over 5 years and operates from Pinnacle's Aberdeen office.
How long have you been working with Sage Solutions?
23 years! I initially started my working life at the tender age of 16, working for an IT company as a secretary but was soon lured over to the ‘dark side’ by the training department. The first software I trained on was word processing software using PC’s that only had two floppy drives – how technology has moved on!
I then swapped into training and supporting accounts software and in 1993 myself and a couple of colleagues started up our own business selling the Sage accounts range. When I first started training on Sage it was known as Sage Sovereign and has gone through many transitions to become the Sage 200 product we now know. Pinnacle acquired our company back in 2011 and I have been working on support based in Aberdeen since then and enjoying work as an employee rather than a business owner and the additional pressures that brings.
In a nutshell, what do you do?
I provide telephone support for the Sage 200 product and range of add-ons, calls can vary from a quick question about creating accounts to more complex situations where the client may be having issues reconciling at month end to hardware issues causing problems logging onto Sage or just needing some general advice and reassurance.
What are the best bits of the job?
I enjoy speaking to all our customers and get a great deal of satisfaction being able to resolve some of the more complex accounts issues. Being able to find that illusive £100 that someone has been tearing their hair out looking for is very rewarding, or creating bespoke reports that will save on man hours again can be satisfying. Even on support you get to know the users and build up a relationship it’s always great hearing what they are getting up to be it holiday stories, wedding preparations to becoming parents/grandparents it’s always touching that they feel comfortable to let me into their lives :)
What do you like about Sage 200?
The Sage 200 product is a super easy to use business management software solution. It is designed so that we can tailor the software to suit customers’ specific requirements, with the help of our talented development team, which makes it a nice product to support.
What’s the best thing that has happened to you at Pinnacle so far?
My first Christmas party at Pinnacle was magical, the whole company went to a beautiful hotel in Belfast called The Culloden, everybody was in great spirits and so friendly, and to welcome the newbies from Scotland they had organised a Scottish Pipe band who were amazing. We have had plenty other fantastic events but the first one will always be the special one that stands out.
What do you like to do to unwind outside of work?
I have two west highland terriers called Buddy & Holly who keep me busy when I’m not working. I love nothing more than putting the walking boots on, packing a rucksack (always have the waterproofs to hand, it is Scotland after all!) and heading into the hills with them. The views and the wildlife spotting always make me appreciate our countryside. I do however have a tendency to wander off track and my sense of direction could be a little bit better, but somehow I always manage to find my way back to the car, eventually!
What is the one thing about you that might surprise people?
I used to play the accordion.
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