Job Description
Job Description To 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 onsite per week*
*Bilingual is a must (French/English)*
Responsibilities Key Responsibilities Key accountabilities and decision ownership
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 - Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
- Active Listening 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.
- 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
Key behaviours
- Driven, likeable, curious, bold, caring and resilient.
Technical / Professional Qualifications - Booking Keeping or Accountant Certifications (an asset but not required)
Key performance indicators:
- First Contact Resolution
- Customer Satisfaction
- Average Handle Time
- Transfers / Escalations Experience
- Customer facing role (either by phone, voice, or chat)
- Experience of working with and using IT systems
- Technical Support Representative (Nice to have)
Job Tags
Shift work, 3 days per week,