Product Support Expert

Description du poste

As a Product Support Expert for Sage Intacct, you’ll be at the forefront of delivering an exceptional Sage experience for our clients and partners. Sage Intacct is a powerful cloud-based financial management solution that empowers businesses to streamline processes and gain real time financial insights.

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.

You will be based in our Bordeaux office, according to our Hybrid work policy (3 days office / 2 days remote)

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.

In this role, you will:

- Diagnose and Resolve Technical Issues - You’ll use probing techniques and troubleshooting skills to identify and resolve software and system issues for Sage customers, ensuring a smooth and efficient experience.
- Enhance Customer Relationships - By providing clear, expert guidance, you’ll help customers maximize the value of Sage’s products, turning technical challenges into opportunities for growth and efficiency.
- Stay Up to Date on Sage Products & Processes - You’ll continuously develop your technical expertise by learning about the latest product updates, features, and best practices to provide the highest level of support.
- Collaborate & Contribute - You’ll work closely with your team to share insights, improve processes, and enhance the overall customer experience. Your feedback will help shape Sage’s knowledge base and support strategies.
- Escalate Complex Issues When Needed - For cases requiring further technical investigation, you’ll escalate strategically, ensuring the right teams are involved to resolve customer challenges efficiently.
- Promote Sage Solutions - By understanding customer needs, you’ll identify opportunities to introduce helpful features, services, and solutions that align with their business goals.

Responsabilités principales

Required skills:

- Active Listening - You take the time to fully understand customer concerns, ensuring your responses are tailored, accurate, and helpful.
- Technical Proficiency - You have experience working with IT systems and troubleshooting software-related issues. Familiarity with supply chain, logistics, distribution, or manufacturing is a plus
- Customer-Focused Mindset - You’re dedicated to delivering outstanding service, going above and beyond to provide solutions that genuinely help customers.
- Adaptability & Resilience - You thrive in a fast-paced environment, handling different customer situations with patience, positivity, and a solutions-driven approach.
- Collaboration & Teamwork - You work well with others, sharing knowledge and contributing to a supportive team environment.
- Accountability & Ownership - You take pride in your work, proactively managing customer issues and seeing them through to resolution.
- Bonus Skills: Experience in Fixed Asset Accounting or a Bookkeeping/Accounting certification is a plus but not required

Fonction

Customer Operations

Pays

France

Lieu

Bordeaux

Work Place type

Hybrid

Présentation de Sage

Travailler chez Sage signifie que vous soutenez des millions de petites et moyennes entreprises dans le monde entier avec une technologie qui leur permet de travailler plus rapidement et plus intelligemment. Nous tirons parti de l'avenir de l'IA, ce qui signifie que les propriétaires d'entreprise passent moins de temps à effectuer des tâches de routine, comme la saisie de factures et la génération de rapports, et qu'ils ont plus de temps pour poursuivre leurs ambitions.

Nos collègues se démarquent de par leur excellence. Parce que pour obtenir des résultats extraordinaires, nous avons besoin d'équipes extraordinaires. Cela signifie qu'il faut insuffler à Sage des personnes qui font tomber les barrières, qui innovent en permanence et qui veulent réaliser leur potentiel.
En savoir plus sur le travail chez Sage: sage.coM/Fr-fr/societe/carrieres/travailler-chez-sage/

En savoir plus sur la diversité, l'équité et l'inclusion chez Sage: sage.coM/Fr-fr/societe/carrieres/diversite-egalite-et-inclusion/