Product Support Analyst

CMIC; Toronto; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Health & Dental benefits

Paid vacation & personal days

Townhall discussions

York University campus location

Outdoor lunch space

Social Events Committee

Health & Wellness webinars

RRSP matching after 2 years

Growth opportunities

Job summary

CMiC, a Toronto-based software company serving the construction industry, is seeking a Product Analyst to be the first point of contact for customer inquiries and issues. You will analyze tickets, guide issues to resolution, and build strong client relationships while providing feedback on documentation.

The role requires French proficiency, strong communication, and the ability to multitask in a growing environment. Competitive salary and benefits are offered.

Qualifications

• College/University Degree is required.
• Proficiency in spoken and written French is required.
• Excellent communication skills, both verbal & written.
• Analytical and problem-solving skills are essential.
• Ability to learn quickly and grasp new software concepts.
• Detail-oriented with strong prioritization.
• Experience in technical support or customer service.
• Able to operate in a fast-paced environment.

Responsibilities

• Answer client queries and provide basic direction and training on common issues.
• Triage product queues and prioritize issues according to severity.
• Conduct web meetings with customers to gather information or assist.
• Test and duplicate issues to document the problem for other teams.
• Participate in project and team meetings and collaborate with team members.
• Leverage Knowledge Base to assist with issue resolution.
• Relay feedback to Product Managers for product improvements.
• Provide feedback to supervisors about unclear processes.

Skills

French language

Excellent communication

Analytical/problem-solving

Attention to detail

Team player

Customer service experience

Fast-paced adaptability

Education

College/University Degree

Job description

Founded in 1974, CMiC today delivers comprehensive and advanced enterprise and field operations solutions, purpose-built for construction and capital projects companies. CMiC’s powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets - all from a single database platform.

In the past several years, the construction industry has experienced unprecedented changes driven by new technologies - including integration with multi-dimensional modeling, an explosion of cloud-based offerings and the demand for robust mobile capabilities. CMiC has kept pace by constantly upgrading and enhancing our advanced platform to reflect the changing needs of the industry, leading to significant growth as a company.

Position Scope

We are seeking enthusiastic, talented people to act as the first point of contact when our customers have inquiries or encounter issues as they use our software. Product Analysts receive tickets and analyse screenshots and details of customer issues, to replicate the problem while proactively communicating with CMiC teams to guide issues to resolution. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.

Important Information:

• The overall hiring salary range for this position is $45,000 to $55,000 annually.
• This position is for an existing vacancy
• We do not use AI to screen, assess, or select applicants

Duties & Responsibilities

• Answer client queries and provide basic direction and training on common issues
• Triage product queues and prioritize issues according to their severity
• Conduct web meetings with customers to gather information for investigative purposes or to provide assistance
• Test and duplicate issues in order to document and demonstrate the problem to other teams such as programming
• Participate in project and team meetings; interacting and collaborating with team members
• Leverage and contribute to the Knowledge Base to assist with the resolution of issues
• Relay feedback to Product Managers so that the product can be improved
• Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed

This role is for you if:

• You would rather spend most of your time on challenging issues rather than handling simple support requests
• You want to engage in a collaborative environment with helpful co-workers and accessible leaders and managers
• You prefer to work for a company that listens to its staff and continues to work toward being a Great Place To Work

• College/University Degree
• Proficiency in spoken and written French
• Excellent communication skills, both verbal & written
• Exceptional analytical and problem-solving skills
• A passion for exploring new software, ability to grasp new concepts and learn quickly
• Extremely detail oriented with the ability to manage and prioritize workflow
• Facilitate communication of information between team members and Product Groups
• Previous technical support experience or customer service experience
• Able to operate in a fast-paced environment
• Team-player, strong work ethic and a positive attitude

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQ’s, and more)
• Health and Wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation

CMiC is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.