Bilingual Customer Support Analyst

Sage City; Vancouver; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the tech industry is seeking a bilingual Technical Support Specialist to enhance customer relationships and resolve technical issues. This hybrid role requires strong problem-solving skills and effective communication to ensure an exceptional customer experience. The ideal candidate will thrive in a collaborative environment and prioritize customer satisfaction while maintaining operational efficiency.

Qualifications

• Experience in customer-facing roles and technical support is preferred.

Responsibilities

• Identify root causes of software issues and drive first call resolution.
• Provide assistance via various channels and document interactions clearly.
• Stay updated on applications and contribute feedback to improve processes.

Skills

Effective communication

Active listening

Customer focus

Accountability

Adaptability

Technical expertise

Analytical ability

Education

Booking Keeping or Accountant Certifications

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)

Key Responsibilities

Key accountabilities and decision ownership

Technical support focused :

• Identify the root cause of customer’s software or system issues through excellent probing and comprehensive understanding of Sage’s products and services.
• Demonstrate strong problem-solving and troubleshooting skills, using analysis and testing techniques for 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 processes through ongoing learning.
• Own the customer support experience, providing assistance via various channels and adhering to schedules and metrics.
• Help customers gain value from products and promote features and resources.
• Contribute feedback to improve knowledge bases, systems, and processes.
• Document interactions clearly and escalate unresolved issues appropriately.
• Work collaboratively in a team, maintaining a positive attitude and respectful interactions.
• Prioritize work to balance customer importance and operational efficiency.

Skills and know-how :

• Effective communication, active listening, customer focus, accountability, adaptability, technical expertise, and analytical ability.

Key behaviours include being driven, likeable, curious, bold, caring, and resilient.

Technical / professional qualifications :

• Booking Keeping or Accountant Certifications (asset, not required)

Key performance indicators include :

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

Experience in customer-facing roles, IT systems, and technical support is preferred.

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