Customer Support Analyst - Bilingual

Job summary

The role involves identifying and resolving technical software issues for Sage customers through various communication channels. It focuses on driving first-call resolution and contributing to the company's knowledge base to improve user experience.

Job details

Job Description As a Bilingual (French and English) Customer Support Expert, you will 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* **Bilingual: French and English is a MUST** Key Responsibilities 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 Communicates clearly and effectively in English AND French (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems. 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. Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships. Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes. Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach. Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services. 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.

What you’ll do

The role involves identifying and resolving technical software issues for Sage customers through various communication channels. It focuses on driving first-call resolution and contributing to the company's knowledge base to improve user experience.

Requirements

Candidates must be fluent in both French and English and possess strong technical troubleshooting and problem-solving skills. The role requires the ability to handle complex activities related to Sage products and maintain a positive, resilient attitude.

Benefits

• Health Insurance • Dental Insurance • Vision Insurance • RRSP Contribution Match • 35 Days Paid Time Off • Work Away Program • Paid Parental Leave • Paid Volunteer Days • Tuition Reimbursement • Wellness Rewards Program • Career Development Options

Listed skills

• Technical Documentation · Preferred
• Problem solving · Preferred
• Data analysis · Preferred
• Troubleshooting · Preferred
• Critical Thinking · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual French and English
• Technical Support
• Problem Solving
• Troubleshooting
• Customer Relationship Management
• Data Analysis
• Critical Thinking
• Active Listening
• Case Escalation
• Technical Documentation

Job areas

• Customer Service & Support
• Software
• Technology