Christie O’Connor holds over 10 years of experience supporting Sage 200 and our customers. After joining PKF Smith Cooper Systems as a member of the support team and no prior Sage 200 knowledge, Christie now leads the team, managing workloads, facilitating training, and coordinating with other departments. As a key escalation point, she handles complex cases and customer queries requiring extra attention. Her role blends leadership, collaboration, and problem-solving, helping both her team and all customers thrive.
Christie O’Connor
Sage Support Manager
How did your journey with us start?
I finished my Publishing Degree at Oxford Brookes, then went into IT Recruitment for a year in Oxford. After moving back to Derby I wanted to find something new and applied for a Sage Support role with no experience in support or in the Sage software.
From my first interview, I felt like the PKF SCS team culture was something I could get on board with. For saying how stressful interviews are I was at ease and, once I was offered the job, I didn’t have to think hard about whether or not to accept.
What is your role and what does your day-to-day look like?
Pretty much all of the support team are remote workers, so I have fortnightly one to ones with each person on the team, to keep in touch and to help manage everyone’s workload. I also liaise with the Client Services team to ensure everyone can get or has had the training they need to become better support consultants.
As the company’s grown, we now have quite a few departments, all of which have touchpoints with the Support team, so part of my role involves regularly catching up with the managers in each of these other teams. Make sure that we are all kept abreast of any changes or processes; check in on any potential bugs (and hopefully squash them before they become an issue) and just generally keep the communication ticking
Becoming a manager resulted in a lot of my time being taken up by meetings, so to balance that out I am a point of escalation for the support team, whether that is to help with tricky cases or to be a point of contact for our customers on cases that may take a little more time or focus.
What’s your favourite PKF SCS memory?
At the risk of sounding incredibly cheesy, I do genuinely have great memories just day to day working here. I’m incredibly lucky to have been able to find a role at a company where I have made some very real friendships. Any day in the office is guaranteed to result in us dissolving into belly laughs over one thing or another.
What are you most excited about in our future?
When I think about how the company looked when I first started to what it’s developed into now, I am excited for what is going to come next. We continue to hire great talent from inside and outside the Sage Business Partner channel and each new addition brings a fresh new perspective on how we can improve. No idea is too small and I really enjoy the collaborative approach.
