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Job Description
We are looking for a fluent German/English Customer Support Specialist to help our customers 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 is an hybrid role (3 days office / 2 days remote) based in our Newcastle office.
Required skills:
- 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
- Bilingual in German and English with excellent communication skills — essential to support our international clients.
- 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 German accounting standards
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
- Flexible work patterns and hybrid working
