Faces Of Pinnacle | Meet The Sage 200 Support Team | Nicola Ralph

Tell us about your background?

After finishing University and still unsure of what I wanted to do next, I completed the CIMA foundation year. I previously worked for Sage for 14 years in various support roles from Sage 50 through to Sage Line 100, Sage MMS and finally Sage 200. I joined Pinnacle 3 years ago as a Sage 200 consultant, before moving to the Sage 200 support team.

Give us an overview of your typical week at Pinnacle?

My role involves providing telephone support to customers using Sage 200. This includes setting up new companies, reconciling monthly figures, VAT queries, writing reports to suit customer needs - right through to hardware problems which are causing issues with Sage 200. I also provide support for a range of add-ons developed by Pinnacle, including Pinnacles Data Analytics and Pinnacle Alerts.

Our remote support software makes it easy to connect to a customer’s PC so we can look at the program on their screen whilst we are talking.

What is your favourite feature within Sage 200?

The user interface in the new version has now been updated and it allows the user to navigate the program much better.
The menus can be adapted to suit peoples work style and the list view can be detached to a new window, which is a great feature for people using two screens. Sage 200 is such a flexible program that it suits a wide range of businesses. It is constantly being updated with new versions and new features.

Team events and Christmas parties are one of the best parts of working for Pinnacle. A lot of time and effort goes into arranging these and they are always amazing.

The Pinnacle team is great – everybody is always willing to help and there is such a wide range of knowledge within the team. If someone doesn’t know the answer to a query, there is always someone on the team that does.

I have a black Labrador that I take for walks along the beach, although she’s 12 now so it’s more of a gentle stroll than a brisk walk. I also spend time with my family and friends.