Customer Support Analyst - Bilingual

Sage City; Vancouver; Hybrid; CAD 55,000 - 62,000; Full time

Job summary

A leading technology firm in Vancouver is seeking a Customer Support Representative who is bilingual in French and English. The role involves resolving technical issues and providing exceptional customer service through various communication channels. Candidates should have effective communication skills and a customer-focused mindset. A hybrid work model is offered with three days onsite.

Qualifications

• Bilingual in French and English is a must.
• Customer-facing role experience required.
• Experience with IT systems preferred.

Responsibilities

• Identify and resolve technical issues.
• Provide support via telephone, email, or chat.
• Document customer interactions clearly.

Skills

Effective communication

Active listening

Customer focus

Flexibility

Technical expertise

Analytical thinking

Education

Bookkeeping or accounting certifications

Job description

Full details of the job.

Job Title

Customer Support Representative (Bilingual French/English)

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.

*French/English is a must*

*This is a hybrid role: 3 days per week onsite*

Key Responsibilities

Key accountabilities and decision ownership

Bilingual FR and EN

Technical support focused:

• Identify the root cause of customer’s software or system issues through excellent probing and understanding of Sage’s products and services.
• Demonstrate strong problem-solving and troubleshooting skills to resolve low to moderately complex issues.
• Serve as a frontline technical resource, driving first call resolution and escalating cases when necessary.
• Stay updated on applications, systems, and procedures through ongoing training and reading communications.

Customer service essentials:

• Own the customer support experience, providing assistance via telephone, email, or chat, adhering to schedules and metrics.
• Help customers gain value from products by promoting features and identifying additional solutions.
• Contribute feedback to improve knowledge bases, systems, and processes.
• Document customer contacts clearly and escalate unresolved issues appropriately.
• Work collaboratively in a team, maintaining a positive attitude and respectful interactions.
• Prioritize work to ensure optimal outcomes for both customer and company.

Skills and know-how

• Effective communication in verbal and written forms.
• Active listening to understand customer issues fully.
• Customer focus and relationship building.
• Responsibility and accountability in delivering support.
• Flexibility and adaptability to changing situations.
• Technical expertise related to Sage’s products and services.
• Analytical thinking to solve problems.

Key behaviours

• Driven, curious, bold, caring, resilient.

Qualifications

• Bookkeeping or accounting certifications (asset but not required).

Key performance indicators:

• First Contact Resolution
• Customer Satisfaction
• Average Handle Time
• Transfers / Escalations

Experience

• Customer-facing role (phone, voice, chat).
• Experience with IT systems.
• Technical Support Representative experience (nice to have).

The salary range for this role in Canada is $55,000 to $62,000, depending on location, experience, and qualifications. Additional compensation includes bonuses or commissions based on performance.

Additional Information

Supportive and inclusive work environment supporting diversity, equity, and inclusion. Learn more about working at Sage and our culture through the provided links.