Sage 100 Specialist French Market

Nextlane

Porto

Hybrid

EUR 28,000 - 38,000

Full time

14 days+

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Benefits offered by this job

Hybrid Work

Meal Voucher €10.20

Private Medical Insurance

23 vacation days

Language Training

Job summary

Nextlane, based in Porto, Portugal, is seeking a motivated Customer Support professional to assist customers with Nextlane software, diagnose issues, and provide clear guidance. The role requires strong communication in English and French, with a focus on timely resolutions and high-quality service.

The position offers hybrid work with two days onsite and three days remote. Ideal candidates have experience in SaaS support, familiarity with Sage and SQL, and a customer-centric mindset; you will

Qualifications

Experience in customer or technical support for software/SaaS environments.
Working in a ticket-based support organization is a strong plus.
Knowledge of Sage 100 or ERP systems is advantageous.

Responsibilities

Handle incoming customer support requests via phone, email, chat, or other channels.
Analyze questions and issues related to daily usage of Nextlane software.
Provide clear guidance and solutions within the defined support scope.
Log, qualify, and document requests in the ticketing system; escalate when needed.

Skills

Customer support

Technical support

SaaS experience

SQL knowledge

Sage knowledge

Tools

Sage 100

SQL

Job description

About Us

At Nextlane, we don't just develop software solutions - we create the future of the automotive industry.

We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market.

We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions.

So… What does it mean to be a #Nextlaner?

Be part of a growth-oriented culture.
Collaborate with colleagues from all over the world.
Believe in the Power of ideas and the diversity of thought.
Be committed to provide an environment where you can learn, grow, and collaborate on projects that make a global impact.

Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.

At Nextlane, you'll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world.

Your Responsibilities:

As a key member of the team, you will be responsible for:

Customer Support & Issue Resolution

Handle incoming customer support requests via phone, email, chat, or other support channels
Analyze customer questions and issues related to daily usage of Nextlane software solutions
Provide clear guidance, explanations, and solutions within the defined support scope
Detect incidents, software issues, or potential risks and ensure proper follow-up

Ticket Management & Escalation

Accurately log, qualify, and document customer requests in the support ticketing system
Ensure correct prioritization and follow established support processes and SLAs
Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context
Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction

Customer Experience & Communication

Maintain a professional, reassuring, and customer-centric communication style
Build trust with customers through clear explanations and regular follow-up
Ensure customers are informed about progress, next steps, and resolution timelines

Knowledge & Continuous Improvement

Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation
Share recurring issues, customer feedback, and improvement ideas with the Support team
Continuously develop product and functional knowledge to improve support quality

Cross-Functional Collaboration

Work closely with Back Office Support, Infrastructure, and Expert teams on issue resolution
Coordinate with Consultants during customer onboarding and post-installation phases
Escalate commercial requests or opportunities to Sales when outside the support scope

What We're Looking For:

Experience: Experience in customer support or technical support in a software or SaaS environment. Working in a ticket-based (Sage product) support organization is a strong plus. Experience with Sage 100 or ERP ssytem as application support consultant is mandatory.

Languages:

English (B2) is mandatory, as well as French (native or C1)

Communication:

Strong communication skills, both verbal and written.

Technical Skills:

Basic to intermediate understanding of software applications and IT environments
Knowledge of SQL and Sage
Ability to clearly document issues, solutions, and customer interactions
Comfortable working with ticketing systems and internal support tools

Interpersonal Skills:

Ability to collaborate in a diverse and dynamic environment.
Strong customer service mindset with excellent communication skills
Ability to analyze problems quickly and provide structured responses
Calm, proactive, and solution-oriented approach
Ability to prioritize, escalation when needed, and work autonomously
Willingness to learn and continuously develop technical and functional expertise

Our Recruitment Process:

30-minute introductory call with our Talent Acquisition Specialist.
One technical interview with Line manager 1 and 2

WhatWeOffer:

Weunderstandthatflexibilityandtrustareessentialforourteams.Herearesomeofthebenefitsweoffer:

HybridWork:Rotationalmodel,2daysonsite,threedaysremote.
AnnualPayments:14paymentsperyear(12monthlypayments+1summerbonus+1ChristmasbonusinNovember).
MealVoucher:€10.20perworkingday.
Vacation:23vacationdays,plus24thor31stDecemberoff.
LanguageTraining:AccesstogroupclassesinSpanish,English,orFrench.
PrivateMedicalInsurance:Multicarecoverage.
Teambuilding:Joinusformemorableafterworksandteamactivities!

Diversity, Inclusion & Belonging

At Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.

Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.