Bilingual Customer Support Expert, Sage
CA$55-64k
+ Bonus plan (10%) based on company and individual performance
3 days a week in office
Business management software
Be an early applicant
Business management software
1001+ employees
Be an early applicant
CA$55-64k
+ Bonus plan (10%) based on company and individual performance
3 days a week in office
1001+ employees
Company mission
To knock down barriers so everyone can thrive, starting with the millions of small and medium-sized businesses served by us, our partners, and accountants.
Role
Who you are
- 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
- Driven, likeable, curious, bold, caring and resilient
What the job involves
- 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
- 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
Our take
The global business landscape is undergoing rapid digital transformation, where automated operations are becoming increasingly common across various teams and practices. However, smaller companies have often lagged behind in adopting these new technologies. Sage, the market leader in accounting, financial, HR, and payroll solutions for small and medium-sized businesses, is bridging this gap by providing access to business innovations for companies of all sizes.
Founded in 1981, Sage initially developed software for its own company, pioneering automation in print estimates and basic accounting processes. Since then, the company has expanded its offerings, introducing automation to a wide range of operations. Today, Sage offers a diverse portfolio of cloud-based products, including Sage Intacct for financial management in mid-sized businesses and SageHR for enhancing connections between companies and their staff.
Throughout its history, Sage has consistently delivered innovative solutions to its clients and has earned a place in the prestigious FTSE 100 index. Recently, the company has shifted its focus towards strategic acquisitions and partnerships with other technology leaders to enhance its product offerings. One notable acquisition is Spherics, a carbon accounting solution, which will aid SMEs in their journey towards achieving net-zero carbon emissions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Company benefits
- 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
Company HQ
Newcastle upon Tyne, UK
Leadership
Steve Hare
(CEO)Former Partner with Apax Partners. Experience as CFO at Invensys and two other companies. Joined Sage in 2014 as Group CFO before becoming CEO in 2018.
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