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) 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)