Customer Support Specialist

卡来; Vancouver; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Support Specialist to provide exceptional service to customers using Sage products. This hybrid role involves understanding customer needs, resolving queries, and promoting additional services. Candidates must be bilingual in French and English and possess strong problem-solving skills.

Qualifications

• Experience in customer service roles.
• Proficiency in French and English, verbal and written.

Responsibilities

• Deliver structured solutions to customer queries on first contact.
• Generate leads by understanding customer business needs.

Skills

Problem Solving

Customer Service

Communication

Job description

Customer Support Specialist

Job Description:

This role has a specific remit to support Sage customers, this is achieved by delivering an exceptional customer service in an efficient and professional way, instilling confidence in our products and services. Technical support is truly that, you’ll develop an in-depth knowledge of the Sage portfolio, help customers understand their current Sage product (and ensure their best use of it) and from there gain an understanding of customers business needs, identifying ways in which additional Sage products will support their business and its development.

This is a hybrid position: 3 days/week in office

Bilingual: French/English is a must

Key Responsibilities:

Key accountabilities

• To take control of a call, deliver a structured solution with clear steps for our customers to follow that resolve queries on first contact

• To understand the customers business and by doing so generate leads for our sales department by recommending alternative or additional products/services that could save the customer money and time

• To be collaborative – You’ll huddle each day to talk discuss performance, key messages, problems standing in your way and take actions

• Ensure excellent customer service and call standards are delivered at all times

• Put customers first, develop questioning techniques to gather information from customers, gain a true understanding of their business

• Consistently develop own and colleagues knowledge using Sage Learning, Team Managers and Coaches to support development

• Be innovative – Sage is a technology led business, understand our technology, engage with it and become part of the journey

• Develop and demonstrate a comprehensive understanding of all Sage products and services (which is vast, so knowledge is developed over time)

Must have:

• Experience of working within a customer services role

• Being able to listen, react and ask open questions real time on a call and via chat

• Proficiency in English language, verbal and written

• Proficiency in French language, verbal and written

Preferred:

• Experience of Sage products and services

• Experience of working with operating systems

• Experience of working with computerized applications and PC’s

Key Personal Attributes:

• Demonstrate and deliver exceptional problem solving and trouble shooting skills

• A real wish and drive to do the best for our customers with an adaptable communication style to suit each individual customer

• High levels of integrity and a wish to go above and beyond and exceed in the role

• An enquiring mind, researching and relying on own resources to find resolutions to customer queries/enquiries

• Embrace change with a positive ‘can do’ approach

Function:

Customer Operations

Country:

Canada

Office Location:

Vancouver

Work Place type:

Hybrid

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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.

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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 [e-mail].

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Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.