Customer Support Analyst - Construction SW

SRA Group; Markham; Hybrid; CAD 49,500 - 60,500; Full time

Benefits offered by this job

Base salary starting at $55,000 CAD

Performance bonuses and incentives

3 weeks of vacation

Comprehensive benefits from day one

Company share purchase plan

Company laptop and tools provided

Job summary

A leading construction software provider is seeking a Customer Support Analyst to support clients using ERP modules like Job Costing and Payroll. This remote position requires a late shift after training, with annual visits to headquarters. Ideal candidates have at least 2 years of experience in customer support and basic bookkeeping knowledge. Competitive compensation starts at $55,000 CAD with additional performance bonuses and comprehensive benefits from day one.

Qualifications

• 2 or more years of experience supporting external customers on software, ERP, or SaaS.
• Comfortable on live calls with strong empathy and clear communication.
• Basic bookkeeping knowledge including debits, credits, and general ledger.

Responsibilities

• Support construction customers by phone and email on ERP modules.
• Troubleshoot issues by reviewing data and configuration.
• Work with Support, QA, and Product to drive fixes and updates.

Skills

Experience supporting customers on software

Clear communication in English

Empathy in customer support

Basic bookkeeping knowledge

Tools

ERP software knowledge

SaaS support experience

Job description

Customer Support Analyst - Construction Software

Join to apply for the Customer Support Analyst – Construction Software role at SRA Group

Location: Remote in Canada or US, with optional hybrid days in Markham, ON

LATE SHIFT is required within 3-6 months of 11:30 AM EST to 8PM EST

Company: SRA Staffing, on behalf of a leading construction software provider

About the role

Join a growing construction ERP team supporting customers who run their businesses on modules like Job Costing, Payroll, Service, and Accounting. You will handle inbound tickets and live calls, dig into data and configuration, and work closely with QA and Product. Over time, you will become a go-to specialist for one or more modules.

Shift

• Training period: 8:30 a.m. to 5:00 p.m. ET for approximately 3 to 6 months
• Ongoing shift after ramp-up: 11:30 a.m. to 8:00 p.m. ET (permanent late shift for West Coast coverage)

Remote across Canada, with one annual trip to head office. If you are near Markham, you can work mainly remote with the option to come in on select days.

What you will do

• Support construction customers by phone and email on ERP modules such as Job Costing, Payroll, Service, and Accounting
• Troubleshoot issues by reviewing data, configuration, and process steps
• Identify whether a case requires training, a product change, or a client-side adjustment
• Work with Support, QA, and Product to drive fixes, updates, and knowledge base content
• Build depth in at least one specialization area, such as Payroll or Job Costing

What you bring

Must-haves

• 2 or more years of experience supporting external customers on software, ERP, or SaaS
• Comfortable on live calls without a script, with clear, professional English and strong empathy
• Basic bookkeeping knowledge, including debits, credits, general ledger, and sub-ledger relationships
• Willing and able to work the permanent 11:30 a.m. to 8:00 p.m. ET shift after the training period

Nice-to-haves

• Experience with ERP or accounting software such as Sage, CMiC, Viewpoint, Procore, Acumatica, Jonas, ServiceTitan, NetSuite, or similar
• Background in construction or trade services workflows, especially time and materials or job costed projects
• Payroll experience and comfort with payroll cycles and remittances
• SaaS or cloud software support experience
• Clear growth path from L1 into L2, L3, and L4, with potential to move into QA, Training, or Implementation
• Structured onboarding with coaching, shadowing, and documented processes
• Stable, profitable software group with strong mentorship and long-term customers

Compensation and perks

• Base salary: starting at $55,000+ CAD, with flexibility for candidates who already support a direct competitor ERP
• Bonus: performance bonus and incentives
• Vacation: 3 weeks
• Benefits: comprehensive benefits from day one
• Equity: participation in a company share purchase plan through the parent group
• Equipment: company laptop and tools provided

How to apply

Please send your resume to [e-mail] with the subject line 'Customer Support Analyst – Construction Software'.