Job Description

We are looking for a fluent German/English Product Support Specialist to join our Newcastle team helping our customers to get the most from our cloud based financial management solution, Sage Intacct.




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.




Hybrid - 3 days in our Newcastle or Dublin office (global headquarters)


Key Responsibilities

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.




Required skills:




- Bilingual in German and English with excellent communication skills -- essential to support our international clients.


- Technical or Customer 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




Preferred:




- Experience of Sage Accounts products


- General understanding of GAAP (Generally Accepted Accounting Principles)




Your benefits:




- Competitive base salary and commission structure


- Comprehensive health, dental and vision coverage


- Work away scheme for up to 10 weeks a year


- On-going training and professional development


- Paid 5 days yearly to volunteer through our Sage Foundation




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Function

Customer Operations


Country

United Kingdom


Office Location

Newcastle


Work Place type

Hybrid


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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 at careers@sage.com.


Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/