Product and Customer Experience Analyst

AGA inc.; Quebec; Presencial; CAD 65 000 - 90 000; Tempo integral

Resumo da oferta

AGA Benefit Solutions seeks a skilled HRIS Analyst to evolve digital tools, ensuring application quality and providing advanced technical support for the Cangaroo HR and Chrono platforms. You will support clients, improve solutions, and help optimize customer experience.

This role requires strong QA, multi-level support (Levels 1–3), knowledge of HR workflows, and the ability to document issues and maintain knowledge bases. Bilingual English/French is essential.

Qualificações

• DEC or Bachelor’s degree in Computer Science, IT, Information Systems, Administration or related field.
• 2–4 years experience in technical support, QA, functional analysis, or similar role.
• Experience with multi-level support (Levels 1–3) and client onboarding.
• Knowledge of web and mobile app environments and HR workflows.

Responsabilidades

• Deliver Levels 1–3 technical support with diagnostics and escalation as needed.
• Ensure QA by pre-production testing, fixes validation, and documentation.
• Draft and maintain functional documentation and knowledge base.
• Optimize third‑party tools such as Freshchat, Jira, HubSpot and Confluence.
• Provide training and webinars to clients to improve solution usage.
• Act as primary advisor to clients during implementation and go-live.

Conhecimentos

Technical support

QA testing

Functional analysis

Web & mobile apps

HR workflows

Customer focus

Bilingual English/French

Formação académica

DEC or Bachelor’s degree in CS/IT/IS/Administration

Ferramentas

Freshchat

HubSpot

Jira

Confluence

Descrição da oferta de emprego

With its expanding activities, AGA Benefit Solutions offers new employment prospects for professionals with high career aspirations. If you are seeking flexibility, freedom and challenges, this position is made for you!

Our firm is committed to its employees and welcomes all new candidates in a respectful manner consistent with an excellent work environment. Discover why working at AGA Benefit Solutions is so rewarding by visiting our Career page .

Your mandate will consist in:

Your mandate will consist in contributing to the evolution of digital tools, ensuring application quality, and providing advanced technical support to users of the Cangaroo HR and Chrono platforms. You will support clients in their use of the platforms, participate in the continuous improvement of solutions, and contribute to initiatives aimed at optimizing customer experience and satisfaction. You will conduct pre-production testing, document issues, update the knowledge base, and work closely with internal teams to ensure functional consistency across products. Read on to learn about the skills and qualifications required to thrive in this position!

Your main tasks will include:

• Ensure the implementation and rollout of electronic data transfer and electronic enrollment processes:
  • Plan, coordinate, and execute electronic data transfer and electronic enrollment implementation projects.
  • Analyze client needs and recommend appropriate configurations.
  • Ensure successful go-live and transition to regular operations within established timelines.
  • Act as the primary advisor to clients throughout the entire implementation process.
  • Collaborate with internal teams (Administration, IT, Sales, Customer Service, and Compliance).
• Provide technical support (Levels 1 to 3), including diagnostics and needs analysis, resolution or escalation of requests, and follow-up on interventions;
• Ensure application quality (QA) by performing pre-production testing, validating fixes, and documenting results;
• Draft and maintain functional documentation and the knowledge base, including release notes and communications related to product enhancements;
• Optimize and document third‑party tools such as Freshchat, Jira, HubSpot, and Confluence;
• When required, deliver training and personalized client support through webinars, workshops, and targeted sessions aimed at optimizing solution usage and strengthening client retention;
• Take ownership of urgent incidents during monitoring periods;
• Assume the responsibilities of the Senior HRIS Products and Projects Analyst when necessary (absence, vacation, or other);
• Perform any other related duties of a similar nature directly connected to this position or as requested by the supervisor.

Required Qualifications:

• College diploma (DEC) or Bachelor’s degree in Computer Science, IT, Information Systems, Administration, or a related field;
• Minimum 2 to 4 years of experience in technical support, QA, functional analysis, or a similar role;
• Experience providing multi-level support (Levels 1–3), client onboarding/support, and working with digital tools;
• Knowledge of web and mobile application environments;
• Excellent understanding of HR workflows, employee data management, and client needs related to digital solutions;
• Comfort working with tools such as Freshchat and HubSpot (an asset);
• Knowledge of group insurance (an asset);
• Strong customer focus and ability to manage a variety of situations;
• Ability to protect the confidentiality of information;
• Versatility, resourcefulness, and autonomy;
• Good command of English and French, both spoken and written (Please note that bilingualism is essential, as this position is held by a single individual who must communicate verbally and in writing with an English-only client base).

Are you inquisitive, self‑reliant and unafraid of the unknown?

We are interested in meeting you!

*AGA welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

**At AGA, no artificial intelligence or automated systems are used to pre-screen, assess, or select applications. All applications are reviewed by our Employee Experience team . In addition, candidates who have participated in an interview will be notified of the hiring decision within a maximum of 45 days following their final interview . AGA is committed to maintaining a transparent, fair, and legally compliant recruitment process.

Are you currently employed by AGA?
Internal candidates must submit their application directly to Human Resources and not through the careers site.