Bilingual Customer Support Analyst

Job title:

Bilingual Customer Support Analyst

Company

Sage

Job description

The Bilingual Customer Support Analyst identifies customers needs and resolves 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/week in office
*Bilingual: French/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.
● 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.
• 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

Technical / professional qualifications

• Booking Keeping or Accountant Certifications (an asset but not required)

Experience

• Bilingual (English & French) is a must
• Experience of working with and using IT systems
• Basic accounting knowledge is required

Plenty of perks:

• 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.

What it’s like to work at Sage: Careers homepage – Glassdoor reviews – LinkedIn page –Function Customer OperationsCountry CanadaOffice Location TorontoWork Place type HybridAdvert 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:
Watch a video about our culture: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 .
Learn more about DEI at Sage:

Expected salary

Location

Toronto, ON

Job date

Thu, 27 Mar 2025 06:33:23 GMT

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