Product Support Analyst - Bilingual (English & French)

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

Benefits offered by this job

Health & Dental benefits

Paid vacation

Townhall meetings

Outdoor lunch space

Social events committee

Wellness webinars

RRSP matching

Job summary

CMiC is seeking a Customer Support/Product Analyst in Toronto to act as the first point of contact for customer inquiries and issues in our enterprise software platform. You will analyze tickets, reproduce problems, and guide CMiC teams toward resolution while delivering strong client service.

You will build relationships with clients and staff, contribute to documentation, and adapt to a growing environment.

Qualifications

• French language skills (spoken and written) are required.
• College or university degree is required.
• Excellent communication skills, both verbal and written.
• Strong analytical and problem-solving abilities.
• Ability to quickly learn new software and concepts.
• Attention to detail with ability to manage and prioritize workload.
• Facilitate clear information flow between team members and Product Groups.
• Experience in technical support or customer service.
• Able to thrive in a fast-paced environment.
• Team-player with a positive attitude.

Responsibilities

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

Skills

French language

Communication skills

Analytical skills

Fast learner

Attention to detail

Team player

Problem-solving

Customer service experience

Education

College/University Degree

Job description

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.

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
• 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

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

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

Job Benefits

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days

Job Benefits

• 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

Salary

45000 - 55000 CAD (yearly)