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- Tasks: Help customers troubleshoot and optimise their use of Sage Intacct software.
- Company: Join a leading company in cloud-based financial management solutions.
- Benefits: Enjoy remote work flexibility and opportunities for career growth.
- Why this job: Make a real impact on customer experiences while working in a collaborative team.
- Qualifications: Fluent in French and English with technical support experience required.
- Other info: Position based in Newcastle, with a mix of office and remote work.
The predicted salary is between 28800 - 48000 £ per year.
We are looking for a fluent French/English Technical Customer support specialist to help our customers in France to get the most from our cloud based financial management solution, Sage Intacct. 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:
- Diagnose and resolve technical issues with Sage Intacct software and systems.
- Provide clear, expert guidance to help customers optimize their use of the solution.
- Handle support requests via phone, email, and chat — ensuring fast, professional responses.
- Collaborate with internal teams to improve processes and contribute to our knowledge base.
- Escalate complex issues to the right teams when needed.
- Promote Sage Solutions by identifying opportunities to introduce helpful features, services, and solutions that align with their business goals.
This is a great opportunity for a professional seeking to:
- Work with a team that values collaboration, curiosity, and resilience.
- Gain expertise in Sage’s industry-leading software solutions.
- Make a direct impact by improving customer experiences.
- Career growth opportunities within our Customer Support team.
This role is based in Newcastle, according to our remote work policy (3 days in the office).
Required skills:
- Bilingual in French and English with excellent communication skills — this is a mandatory requirement as you will be dealing with French speaking customers.
- Technical support experience — you’ve worked directly with customers, whether by phone, voice, or chat.
- IT systems proficiency — comfortable navigating and troubleshooting software and technical environments.
- Problem-solving mindset — you stay calm, analyse issues efficiently, and find solutions.
- Customer-first attitude — committed to ensuring a smooth and valuable experience for every client.
- Ideally, knowledge of French accounting standards (fixe assets).
Contact Detail:
Sage Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Support Analyst
✨Tip Number 1
Brush up on your technical knowledge of Sage Intacct and similar financial management solutions. Familiarity with the software will not only help you during the interview but also demonstrate your commitment to understanding the product you'll be supporting.
✨Tip Number 2
Practice your bilingual communication skills, especially in a customer support context. Role-play common customer scenarios in both French and English to ensure you're comfortable handling inquiries in either language.
✨Tip Number 3
Familiarise yourself with common troubleshooting techniques and problem-solving strategies. Being able to articulate your approach to resolving technical issues will showcase your analytical skills and customer-first attitude.
✨Tip Number 4
Research the company culture at StudySmarter and think about how your values align with theirs. Be prepared to discuss how you can contribute to a collaborative and resilient team environment during your interview.
We think you need these skills to ace Technical Customer Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your bilingual skills in French and English, as well as any relevant technical support experience. Emphasise your problem-solving abilities and customer-first attitude, which are crucial for this role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about providing excellent customer support. Mention specific experiences where you've successfully resolved technical issues and how you can contribute to improving customer experiences with Sage Intacct.
Showcase Technical Proficiency: Include examples of your IT systems proficiency in your application. Describe situations where you navigated and troubleshot software or technical environments, demonstrating your ability to handle complex issues effectively.
Highlight Collaboration Skills: Since the role involves working with internal teams, mention any past experiences where you collaborated with others to improve processes or contribute to a knowledge base. This will show that you value teamwork and can work well in a collaborative environment.
How to prepare for a job interview at Sage Group plc
✨Brush Up on Technical Knowledge
Make sure you have a solid understanding of Sage Intacct and its features. Familiarise yourself with common technical issues and solutions, as well as the basics of French accounting standards, to demonstrate your expertise during the interview.
✨Showcase Your Bilingual Skills
Since this role requires fluency in both French and English, be prepared to switch between the two languages during the interview. Practice explaining technical concepts in both languages to show your comfort level and communication skills.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past experiences where you successfully diagnosed and resolved technical issues. Highlight your calmness under pressure and your analytical approach to problem-solving, as these are key traits for the role.
✨Emphasise Customer-Centric Mindset
Be ready to discuss how you prioritise customer satisfaction in your work. Share specific instances where you went above and beyond to ensure a smooth experience for clients, showcasing your commitment to a customer-first attitude.
