Customer Support Expert

Job Description

This role has a specific remit to support Sage customers, achieved by delivering 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

1. To take control of a call, delivering a structured solution with clear steps for our customers to follow that resolve queries on first contact.
2. To understand the customer's business and generate leads for our sales department by recommending alternative or additional products/services that could save the customer money and time.
3. To be collaborative – You’ll huddle each day to discuss performance, key messages, problems standing in your way, and take actions.
4. Ensure excellent customer service and call standards are delivered at all times.
5. Put customers first, developing questioning techniques to gather information from customers and gain a true understanding of their business.
6. Consistently develop own and colleagues' knowledge using Sage Learning, Team Managers, and Coaches to support development.
7. Be innovative – Sage is a technology-led business; understand our technology, engage with it, and become part of the journey.
8. Develop and demonstrate a comprehensive understanding of all Sage products and services (which is vast, so knowledge is developed over time).

Must have:

1. Experience of working within a customer services role.
2. Ability to listen, react, and ask open questions in real time on a call.
3. Proficiency in English language, verbal and written.
4. Proficiency in French language, verbal and written.

Preferred:

1. Experience of Sage products and services.
2. Experience of working with operating systems.
3. Experience of working with computerized applications and PCs.

Key Personal Attributes:

1. Demonstrate and deliver exceptional problem-solving and troubleshooting skills.
2. A real wish and drive to do the best for our customers with an adaptable communication style to suit each individual customer.
3. High levels of integrity and a wish to go above and beyond and exceed in the role.
4. An enquiring mind, researching and relying on own resources to find resolutions to customer queries/enquiries.
5. Embrace change with a positive ‘can do’ approach.

Function

Customer Operations

Country

Canada

Office Location

Toronto

Work Place type

Hybrid

Advert

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. 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.

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.