Bilingual Customer Support Expert

Sage is a company focused on providing exceptional customer support and services. The Bilingual Customer Support Expert will identify customer needs and resolve technical issues regarding Sage’s products and services, ensuring a high-quality experience for customers. Responsibilities - Identify customer needs and resolve technical issues regarding Sage’s products and services - Demonstrate 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, identify the root cause of the customer’s software or system issues - Demonstrate strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues - Serve as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools, as well as identifying cases that require escalation - Ensure technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training - Own the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels - Assist customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions - Contribute to company knowledge capital by providing feedback to improve the customer/user experience - Document customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues to appropriate resources - Work 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 - Bilingual: French and English is a MUST - 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 - 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 - 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 Benefits - 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 Company Overview - At Sage, we knock down barriers with information, insights, and tools to help your business flow. It was founded in 1981, and is headquartered in Newcastle Upon Tyne, Newcastle upon Tyne, GBR, with a workforce of 10001+ employees. Its website is http://www.sage.com.