Customer Support Analyst - Bilingual

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 per week onsite*

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.

Benefits? We have plenty...

100% paid premiums for health, dental, and vision coverage

RRSP contribution match (100% up to 4%)

35 days paid time off (11 holidays, 16 vacation days, 3 personal days, 5 sick days)

Work Away, an opportunity to work & play for 10 weeks in a country of your choice (from a Sage-approved list)

18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after your start date

5 days paid yearly to volunteer (through Sage Foundation)

$5,250 tuition reimbursement per calendar year starting 6 months after your hire date

Sage Wellness Rewards Program (annual fitness reimbursement)

Library of on-demand career development options and ongoing training offerings

Compensation offered will be determined by factors such as 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. For this role, in those locations, the target base salary range for new hires is C$55,000 to C$64,000. In addition to base salary, employees will participate in a bonus plan (10%) based on company and individual performance. Our talent acquisition team will provide specific opportunities on our bonus or incentive programs. The range listed is just one component of the Sage total compensation package

Function

Customer Operations

Country

Canada

Office Location

Vancouver

Work Place type

Hybrid

Advert

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-ca/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [email protected].
Learn more about DEI at Sage: sage.com/en-ca/company/careers/diversity-equity-and-inclusion/