Bilingual Customer Support Specialist

Job Description

This Bilingual (French and English) role has a specific remit to support Sage customers, this is achieved by delivering an exceptional customer service in an efficient and professional way, instilling confidence in our products and services. Technical support is truly that, you’ll develop an in-depth knowledge of the Sage portfolio, help customers understand their current Sage product (and ensure their best use of it) and from there gain an understanding of customers business needs, identifying ways in which additional Sage products will support their business and its development.

*This is a hybrid position: 3 days/week in office*

**Bilingual: French/English is a must**

Key Responsibilities Key Accountabilities

• To take control of a call, deliver a structured solution with clear steps for our customers to follow that resolve queries on first contact
• To understand the customers business and by doing so generate leads for our sales department by recommending alternative or additional products/services that could save the customer money and time
• To be collaborative – You’ll huddle each day to talk discuss performance, key messages, problems standing in your way and take actions
• Ensure excellent customer service and call standards are delivered at all times
• Put customers first, develop questioning techniques to gather information from customers, gain a true understanding of their business
• Consistently develop own and colleagues knowledge using Sage Learning, Team Managers and Coaches to support development
• Be innovative – Sage is a technology led business, understand our technology, engage with it and become part of the journey
• Develop and demonstrate a comprehensive understanding of all Sage products and services (which is vast, so knowledge is developed over time)
  
  
  
  
  
  

Must have:

• Experience of working within a customer services role
• Being able to listen, react and ask open questions real time on a call and via chat
• Proficiency in English language, verbal and written
• Proficiency in French language, verbal and written
  
  
  
  
  
  

Preferred:

• Experience of Sage products and services
• Experience of working with operating systems
• Experience of working with computerized applications and PC’s
  
  
  
  
  
  

Key Personal Attributes:

• Demonstrate and deliver exceptional problem solving and trouble shooting skills
• A real wish and drive to do the best for our customers with an adaptable communication style to suit each individual customer
• High levels of integrity and a wish to go above and beyond and exceed in the role
• An enquiring mind, researching and relying on own resources to find resolutions to customer queries/enquiries
• Embrace change with a positive ‘can do’ approach
  
  
  
  
  
  

Plenty of perks:

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.
  
  
  
  
  
  

Who is Sage:  https://www.sage.com/en-us/company/about-sage/

Life at Sage:  https://www.sage.com/en-us/company/careers/

Our Values & Behaviors:  https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

The compensation will be determined by location, level, job-related knowledge, education, and experience. Certain provinces in Canada require job postings to include a reasonable estimate of the salary range applicable to the role.

In those locations, the target salary range for new hires for this role is $50,000 to $60,000.

In addition to base salary, employees will participate in either a bonus plan based on company and individual performance or a role-based commission plan. Our talent acquisition team will provide specific opportunities in our bonus or incentive programs to eligible candidates. The range listed is just one component of the Sage total compensation package.