Technical Customer Support Analyst (Sage Intacct) Job Description: 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) Key Responsibilities: 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) #LI-JJ1 Function: Customer Operations Country: United Kingdom Office Location: Newcastle 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. It’s why we were awarded 2024 Best Places to Work by Glassdoor. 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-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE 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 atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.