Technical Customer Support Analyst (Sage Intacct)

Sage City; United Kingdom; Hybrid; GBP 25,000 - 45,000; Full time

Job description

Job Details: Technical Customer Support Analyst (Sage Intacct)

As Technical Customer Support for Sage Intacct, you’ll be at the forefront of delivering an exceptional Sage experience for our clients and partners. Sage Intacct is a powerful cloud-based financial management solution that empowers businesses to streamline processes and gain real time financial insights.

In this role, you’ll identify customer needs, troubleshoot any software and system issues, and drive first-contact resolution. Your problem-solving skills will ensure our customers get the most out of Sage’s products and services.

You will be based in our Bordeaux office, according to our Hybrid work policy (3 days office / 2 days remote).

This is a great opportunity for a professional seeking to:

1. Work with a team that values collaboration, curiosity, and resilience.
2. Gain expertise in Sage’s industry-leading software solutions.
3. Make a direct impact by improving customer experiences.
4. Career growth opportunities within our Customer Support team.

In this role, you will:

1. Diagnose and Resolve Technical Issues – You’ll use probing techniques and troubleshooting skills to identify and resolve software and system issues for Sage customers, ensuring a smooth and efficient experience.
2. Enhance Customer Relationships – By providing clear, expert guidance, you’ll help customers maximize the value of Sage’s products, turning technical challenges into opportunities for growth and efficiency.
3. Own the Customer Support Experience – Whether via phone, email, or chat, you’ll be the first point of contact for customers, ensuring their concerns are addressed quickly, accurately, and professionally.
4. Stay Up to Date on Sage Products & Processes – You’ll continuously develop your technical expertise by learning about the latest product updates.
5. Collaborate & Contribute – You’ll work closely with your team to share insights, improve processes, and enhance the overall customer experience. Your feedback will help shape Sage’s knowledge base and support strategies.
6. Escalate Complex Issues When Needed – For cases requiring further technical investigation, you’ll escalate strategically, ensuring the right teams are involved to resolve customer challenges efficiently.
7. Promote Sage Solutions – By understanding customer needs, you’ll identify opportunities to introduce helpful features, services, and solutions that align with their business goals.

Key Responsibilities

1. Strong Communication Skills – You can explain technical concepts in a clear, concise, and customer-friendly way, whether through phone, email, or chat – in both French and English.
2. Active Listening – You take the time to fully understand customer concerns, ensuring your responses are tailored, accurate, and helpful.
3. Problem-Solving & Analytical Thinking – You enjoy diagnosing technical issues, analyzing data, and applying logical thinking to find the best solutions.
4. Technical Proficiency – You have experience working with IT systems and troubleshooting software-related issues. Familiarity with supply chain, logistics, distribution, or manufacturing is a plus!
5. Customer-Focused Mindset – You’re dedicated to delivering outstanding service, going above and beyond to provide solutions that genuinely help customers.

Function: Customer Operations

Country: United Kingdom

Office Location: Newcastle

Work Place type: Hybrid

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

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 at [e-mail].