Bilingual Customer Support Analyst

卡来; Vancouver; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading company in customer support is seeking a Bilingual Customer Support Analyst to provide exceptional technical assistance. The role requires strong problem-solving skills, effective communication in both French and English, and the ability to manage customer queries in a hybrid work environment. Join the team to enhance customer experience with Sage’s products and services.

Qualifications

• Mid-Senior level role in customer support.
• Bilingual (English/French) required.
• Technical knowledge of Sage's products and services is beneficial.

Responsibilities

• Identify and resolve customer technical issues effectively.
• Provide exceptional assistance via multiple communication channels.
• Document interactions and escalate unresolved issues as needed.

Skills

Effective communication

Active listening

Customer focus

Problem-solving

Flexibility

Technical knowledge of products

Data analysis

Education

Booking Keeping or Accountant Certifications

Job description

Join to apply for the Bilingual Customer Support Analyst role at Sage

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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, identify the root cause of customer issues.
• Demonstrate strong problem-solving and troubleshooting skills, using analysis and testing techniques to resolve low to moderately complex issues.
• Serve as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools, and escalate cases when necessary.
• Stay up-to-date on applications, systems, processes, and procedures through reading communications and attending training.
• Own the customer support experience, providing exceptional assistance via telephone, email, chat, adhering to schedules, procedures, and metrics.
• Help customers gain value from their products by promoting features and identifying additional solutions.
• Contribute to knowledge base improvements by providing feedback.
• Document customer contacts clearly and escalate unresolved issues appropriately.
• Collaborate effectively within a team, maintaining a positive attitude and respectful interactions.
• Prioritize work to balance customer importance with operational efficiency.

Skills and Know-how

• Effective communication in verbal and written forms.
• Active listening to understand customer issues thoroughly.
• Strong customer focus and relationship-building skills.
• Responsibility and proactive problem-solving.
• Flexibility and adaptability to changing situations.
• Technical knowledge of Sage’s products and services.
• Data analysis and critical thinking skills for problem solving.

Key behaviors

• Driven, likeable, curious, bold, caring, resilient.

Qualifications

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

Performance Indicators

• Customer Satisfaction
• Average Handle Time
• Transfers / Escalations Experience
• Experience with IT systems and technical support roles.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Accounting, Software Development, IT Services, IT Consulting

J-18808-Ljbffr

Create a job alert for this search