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.

*French/English is a must*

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

Responsibilities Key accountabilities and decision ownership

Bilingual FR and EN

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.
• Prioritize 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)

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 $55,000 to $62,000.

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.