Sage 100 Specialist, French Market

Nextlane

. Handle incoming customer support requests via phone, email, chat, or other support channels .

Posted 10/9/2026full-timePorto • PortugalMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a software or SaaS environment, with a strong focus on Sage 100 and ERP systems. Proficient in problem analysis, documentation, and maintaining effective communication in both English and French.

Highest-signal resume keywords

Customer Support ExperienceSage 100 Application SupportTicketing System ProficiencySQL KnowledgeBilingual Communication (English & French)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sage 100SQLTicketing SystemsSoftware ApplicationsTechnical SupportDocumentation SkillsProblem AnalysisCustomer InteractionERP SystemsSupport Process Adherence

Soft Skills

Strong Communication SkillsCustomer Service MindsetProactive ApproachCollaborationProblem-Solving

Industry Keywords

SaaSCustomer SupportTechnical SupportSupport TicketingKnowledge Base

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Handle incoming customer support requests via phone, email, chat, or other support channels
Analyze customer questions and issues related to daily usage of Nextlane software solutions
Provide clear guidance, explanations, and solutions within the defined support scope
Detect incidents, software issues, or potential risks and ensure proper follow-up
Log, qualify, and document customer requests in the support ticketing system
Prioritize requests and follow established support processes and SLAs
Escalate complex or technical issues to Back Office or specialized teams with clear analysis and context
Alert the Support Manager or relevant stakeholders about critical issues or potential customer dissatisfaction
Maintain professional, reassuring, and customer-centric communication
Build customer trust through clear explanations and regular follow-up
Keep customers informed about progress, next steps, and resolution timelines
Contribute to internal knowledge bases, FAQs, and documentation
Share recurring issues, customer feedback, and improvement ideas with the Support team
Develop product and functional knowledge to improve support quality
Collaborate with Back Office Support, Infrastructure, and Expert teams
Coordinate with Consultants during customer onboarding and post-installation phases
Escalate commercial requests or opportunities to Sales when outside the support scope

Requirements

What you’ll need

Experience in customer support or technical support in a software or SaaS environment
Experience with Sage 100 or an ERP system as an application support consultant is mandatory
Experience in a ticket-based Sage product support organization is a strong plus
English (B2) is mandatory
French (native or C1) is mandatory
Strong verbal and written communication skills
Basic to intermediate understanding of software applications and IT environments
Knowledge of SQL and Sage
Ability to clearly document issues, solutions, and customer interactions
Comfortable working with ticketing systems and internal support tools
Ability to collaborate in a diverse and dynamic environment
Strong customer service mindset
Ability to analyze problems quickly and provide structured responses
Calm, proactive, and solution-oriented approach
Ability to prioritize, escalate when needed, and work autonomously
Willingness to learn and continuously develop technical and functional expertise

Benefits

Comp & perks

Hybrid Work: Rotational model, 2 days onsite, three days remote
14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November)
Meal Voucher: €10.20 per working day
23 vacation days, plus 24th or 31st December off
Access to group language classes in Spanish, English, or French
Private Medical Insurance: Multicare coverage
Team afterworks and team activities
Support for people with disabilities and recruitment-process adjustments