Customer Support Analyst - Construction SW

SRA Group; Markham; Hybrid; CAD 55,000; Full time

Job summary

A leading construction ERP provider in Markham, ON is seeking a Customer Support Analyst for a hybrid role. Applicants must have at least 2 years of client support experience, excellent English communication skills, and a basic understanding of bookkeeping. The role involves troubleshooting software issues and collaborating with internal teams. This position offers a competitive salary of CAD 55,000 with bonuses, comprehensive benefits, and opportunities for growth.

Benefits

Base Salary: CAD 55,000

Bonus: up to CAD 3,000 annually

3 weeks vacation

Full group benefits package

Equity: Optional employee stock purchase plan

Equipment: Laptop provided

Qualifications

• 2 years minimum experience in client support with a North American based company.
• Basic understanding of bookkeeping.
• Comfortable working EST hours.

Responsibilities

• Troubleshoot and resolve client support requests.
• Investigate bugs and data discrepancies.
• Collaborate with internal teams to drive resolution.

Skills

Client support experience

Communication skills in English

Problem-solving ability

Tools

ERP software knowledge

Job description

Overview

Customer Support Analyst (Construction Software) – Hybrid role based in Markham, ON. 1-2 days on-site per month for departmental meetings. Company: SRA Staffing (on behalf of a leading construction ERP provider). Division: Construction Software - Product Support.

About The Role: We’re hiring a Customer Support Analyst to join a collaborative, high-performing team that supports accounting and operational modules in a leading construction ERP software platform. You’ll become an expert in helping clients resolve software issues related to Job Costing, Payroll, Service, and Accounting.

This is a hybrid role based out of Markham, ON, with 1-2 in-office days per month for meetings. If you’re located more than an hour from the GTA, you’ll be considered remote with one annual trip for team events (covered by the company).

What You'll Do

• Troubleshoot and resolve client support requests (via phone / email)
• Investigate bugs, data discrepancies, and configuration issues
• Help identify whether a case requires training, software fixes, or client-side changes
• Collaborate with internal support and product teams to drive resolution
• Become proficient in a product area (e.g., Payroll, Job Costing) over time

What We're Looking For

Must-Have Skills

• 2 years minimum of experience in client support (software, helpdesk, or SaaS) with a North American based company
• Basic understanding of bookkeeping (debits, credits, general ledger)
• Excellent communication skills in English both written and spoken
• Patience, curiosity, and problem-solving ability
• Comfortable working EST hours : 8 : 30 AM - 5 : 00 PM ET

Nice-to-Have

• Experience supporting ERP or accounting software (e.g., CMiC, ServiceTitan, Sage, Procore)
• SaaS or cloud-based platform support experience
• Familiarity with the construction or trade service industry

Why Join?

• Clear progression path : Level 2, 3, and cross-team moves into QA or Product
• Comprehensive training program (10-12 weeks, includes call shadowing)
• Fast-growing software group with a strong culture of mentorship and internal mobility

Compensation & Perks

• Base Salary : CAD 55,000
• Bonus : up to CAD 3,000 annually + incentive opportunities
• Vacation : 3 weeks
• Benefits : Full group benefits package (Day 1)
• Equity : Optional employee stock purchase plan (15% match on up to 15% contribution)
• Equipment : Laptop provided

How to Apply

Send your resume directly to [e-mail]. We’re actively interviewing and moving quickly.