Product Support Analyst - Bilingual (English & French)

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

Benefits offered by this job

Competitive benefits (Health & Dental)

Paid vacation and personal days

Townhall open discussions

Outdoor lunch space

Job summary

CMiC is seeking a focused Product Analyst based in Ontario to act as the first point of contact for customers using our construction software. You will handle inquiries, analyze issues, and guide resolution with CMiC teams.

The role emphasizes customer service excellence, detailed issue tracking, and collaboration across product groups in a fast-paced environment.

Qualifications

• Fluent written and spoken French.
• Strong verbal and written communication.
• Excellent analytical and problem solving.
• Ability to quickly grasp new software concepts.
• Detail oriented with prioritization skills.
• 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 for investigations.
• Test and duplicate issues to document problems for other teams.
• Participate in project and team meetings, collaborating with teammates.
• Utilize knowledge base to assist resolution of issues.
• Provide feedback to Product Managers for product improvement.
• Share process feedback with supervisors and managers.

Skills

French language

Communication skills

Analytical skills

Learning fast

Detail oriented

Team player

Customer service

Fast-paced environment

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)