Bilingual Customer Support Analyst

Job Description To identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.

*This is a hybrid role: 3 days onsite per week*

*Bilingual is a must (French/English)*

Responsibilities

Key Responsibilities Key accountabilities and decision ownership

Technical support focused:

• Through excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues.
• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.
• Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)
• Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.
  
  
  

Customer service essentials:

• Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals.
• Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs.
• Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.
• Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.
• Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.
• Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.
  
  
  

Skills And Know-how

• Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Active Listening Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.
• Customer Focus Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
• Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
• Adaptability Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
• Technical Expertise Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.
• Analytical Ability Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions
  
  
  

Key behaviours

• Driven, likeable, curious, bold, caring and resilient.
  
  
  

Technical / Professional Qualifications

• Booking Keeping or Accountant Certifications (an asset but not required)
  
  
  

Key performance indicators:

• First Contact Resolution
• Customer Satisfaction
• Average Handle Time
• Transfers / Escalations Experience
• Customer facing role (either by phone, voice, or chat)
• Experience of working with and using IT systems
• Technical Support Representative (Nice to have)