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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, career growth opportunities, and a collaborative team culture.
- Why this job: Make a real impact on customer experiences while developing your technical skills.
- Qualifications: Fluent in French and English with technical support experience and a customer-first attitude.
- Other info: Work based in Newcastle with a hybrid model (3 days in the office).
The predicted salary is between 28800 - 42000 £ 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).
Technical Customer Support Analyst employer: Sage Group plc
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 troubleshoot effectively but also demonstrate your commitment to understanding the product during interviews.
✨Tip Number 2
Practice your bilingual communication skills, especially in a customer support context. Role-play scenarios where you explain technical issues in both French and English to ensure you're comfortable switching between languages seamlessly.
✨Tip Number 3
Familiarise yourself with common customer support tools and platforms. Being well-versed in these systems can give you an edge, as it shows you can hit the ground running and contribute to the team from day one.
✨Tip Number 4
Network with current or former employees of StudySmarter or those in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for 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 your technical support experience. Emphasise any relevant roles where you’ve provided customer support, especially in a technical environment.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and how your problem-solving mindset aligns with the company's values. Mention specific experiences where you've successfully resolved technical issues for customers.
Showcase Relevant Skills: Clearly outline your IT systems proficiency and any knowledge of French accounting standards. Use examples to demonstrate how you've navigated and troubleshot software issues in previous roles.
Prepare for Potential Questions: Think about common technical support scenarios and how you would handle them. Be ready to discuss your approach to customer service and how you ensure a smooth experience for clients.
How to prepare for a job interview at Sage Group plc
✨Showcase Your Bilingual Skills
Since the role requires fluency in both French and English, be prepared to demonstrate your language skills during the interview. You might be asked to switch between languages or answer questions in French, so practice speaking about your experiences in both languages.
✨Highlight Technical Proficiency
Make sure to discuss your experience with technical support and any relevant IT systems you've worked with. Be ready to provide examples of how you've diagnosed and resolved technical issues in the past, as this will show your problem-solving mindset.
✨Emphasise Customer-Centric Approach
The company values a customer-first attitude, so share specific instances where you went above and beyond to ensure a positive customer experience. This could include resolving a complex issue or providing exceptional support that led to customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you had to troubleshoot a technical issue or handle a difficult customer situation. Practising these scenarios can help you articulate your thought process clearly during the interview.
