Bilingual Customer Support Expert

Sage is a company that specializes in providing business management software and services. They are seeking a Bilingual Customer Support Expert to identify customer needs and resolve technical issues regarding their products and services, while enhancing customer relationships and ensuring a positive experience.

Responsibilities

• 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
• 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

• 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