Customer Support Analyst

Job Description Sage is seeking a Bilingual (French and English) Customer Success Coach to be part of the growing Customer Success Team. In this role you will be responsible for the successful support and adoption of our platform for our customers. You will assist them in achieving their business goals and finding the most value for their investment in the Sage Accounting (formerly Sage One) product. As they transition from their prior solution to Sage Accounting, you will communicate their requirements throughout the Sage organization. Ultimately, you are the customer’s trusted advisor and advocate, with the goal of creating a customer for life.

*This is a hybrid role: 3 days/week in office*
*This is a Bilingual (French/English) position*

Hours: 9a-6p or 10a-7p

Key Responsibilities

1. Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a SAAS based support environment, adhering to scheduled shifts, procedures, metrics, and departmental goals.
2. Identifies the root cause of software or system issues and utilizes analysis and testing techniques to solve low to complex application or system issues. Listens for customer trends and takes appropriate action to resolve.
3. Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included to appropriate resources.
4. Consult customers around best practices in SMB accounting, cloud technology, and usage.
5. Stays current on technical and business knowledge in Sage Accounting. Acts as a positive change agent for roll out and alignment of support processes and procedures.
6. Provide support during the sales process to assist in closing new business.
7. Independently manage multiple priorities, customer meetings, follow-up with customers, and internal/external support while maintaining a high-level of service in a customer friendly manner.
8. Works collaboratively and effectively within a team of peers. Promotes a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.

Requirements:

1. Bilingual (French and English) is a must
2. 2+ years experience in a related role
3. Background in customer support or accounting required
4. Demonstrated analysis, problem solving and troubleshooting expertise
5. Basic knowledge, experience, and/or understanding of accounting principles highly preferred
6. Bachelor’s degree in business or related field preferred
7. Previous experience with SaaS solutions and/or accounting platforms preferred.
8. Chat based support and service preferred
9. Previous Salesforce experience preferred but not required

Function

Customer Operations

Country

Canada

Office Location

Toronto

Work Place type

Hybrid

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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.

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.
Learn more about working at Sage: sage.com/en-ca/company/careers/working-at-sage/
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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 at careers@sage.com .
Learn more about DEI at Sage: sage.com/en-ca/company/careers/diversity-equity-and-inclusion/