Product Support Analyst - Bilingual (English & French)

Hibob Inc.; Toronto; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Vacation & personal days

Townhall meetings

Outdoor lunch space

Social events

Wellness webinars

RRSP matching

Rapidly growing company

Job summary

CMiC in Toronto is seeking a dedicated Product Analyst to be the first point of contact when customers have inquiries or encounter issues using our software.

You will receive tickets, analyze screenshots, reproduce problems, and guide resolutions while building strong client relationships and contributing to documentation and knowledge resources.

Requirements include French language proficiency, a college/university degree, and strong analytical skills in a fast-paced environment.

Qualifications

• French language skill (spoken and written) is a must
• College/University Degree required
• Exceptional analytical and problem-solving skills
• A passion for exploring new software and ability to learn quickly
• Extremely detail oriented with ability to manage and prioritize workflow
• Facilitate communication between team members and Product Groups
• Previous technical support or customer service experience
• Able to operate in a fast-paced environment
• Team-player with strong work ethic and positive attitude

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 to document and demonstrate problems to other teams such as programming
• Participate in project and team meetings; collaborate with team members
• Leverage and contribute to the Knowledge Base to assist with issue resolution
• Relay feedback to Product Managers so the product can be improved
• Provide feedback to supervisors and managers regarding unclear processes

Skills

French language

Analytical thinking

Problem-solving

Attention to detail

Communication

Team player

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.
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
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 analyze 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.

Job requirements

• French language skill (spoken and written) is a must
• College/University Degree
• 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

Job 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

• 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

• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• 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, BBQs, and more)
• Health and wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation