Product Support Specialist

EllisDon; Mississauga; On-site; CAD 50,000 - 90,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Product Support Specialist, der als zentraler Ansprechpartner für Kundenanfragen fungiert. In dieser spannenden Rolle arbeiten Sie eng mit Partnern zusammen, um die Einführung neuer Nutzer zu gewährleisten und Schulungen anzubieten. Sie werden auch an der Entwicklung von Supportprozessen mitwirken und die Dokumentation pflegen. Wenn Sie über hervorragende Kommunikationsfähigkeiten und eine Leidenschaft für technische Lösungen verfügen, ist dies die perfekte Gelegenheit, Ihre Karriere in einem dynamischen Umfeld voranzutreiben.

Qualifications

• 2-3 Jahre Erfahrung in einer kundenorientierten Rolle, vorzugsweise in SaaS.
• Fähigkeit, technische Konzepte klar zu erklären und neue Software schnell zu erlernen.

Responsibilities

• Erster Ansprechpartner für Kundenanfragen und Troubleshooting.
• Zusammenarbeit mit Partnern zur reibungslosen Einarbeitung neuer Nutzer.

Skills

Kundenservice

Technische Problemlösung

Kommunikationsfähigkeiten

Organisationsfähigkeit

Teamarbeit

SaaS-Erfahrung

ServiceNow

Jira

Education

Bachelorabschluss oder gleichwertige Erfahrung

Tools

ServiceNow

Jira

Job description

Do you want to build software that builds cities? EllisDon’s Digital and Data Engineering team is made up of Product Owners, Developers, Data Analysts, UX Designers, IT Operations and we’re growing fast! Our team also includes some of the best digital modelers and BIM specialists in the industry, experts who are working with the latest tech on construction projects around the globe.

We recognize that the construction industry is changing at a rapid pace, and we continually strive to be at the forefront. Our core values empower people to deliver great careers to one another and develop creative solutions for complex problems on some of the most exciting projects. It doesn’t matter what your expertise and craft is – there are no boundaries. We are a software development division of 250+ people, backed by one of Canada’s top construction firms, with over 70 years in the industry and completing over $6 Billion of work each year. We build software that is solving real-world problems on some of Canada’s largest construction projects.

Above all, we at EllisDon work hard to deliver great careers to one another. We choose to celebrate the strength in our differences, every day. EllisDon’s commitment to Inclusive Diversity is to work together to create an environment where every employee feels safe to be their true and authentic self. Ultimately, EllisDon’s purpose is to provide people with similar values the opportunity to achieve their full potential; to deliver that opportunity for great careers to one another; and to contribute meaningfully to the community we share with others.

You as a Product Support Specialist will:

• Serve as the primary point of contact for customer support inquiries and troubleshooting
• Work closely with our supply chain partners to ensure smooth onboarding of new users
• Provide ongoing product education and support to users, promoting adoption and engagement
• Collaborate with the product team to relay customer feedback, identify recurring issues, and contribute to product improvements
• Maintain internal documentation and knowledge bases to support customer and team self-service
• Assist in the development and execution of customer communication strategies around product updates and changes
• Assist in training sessions for end-users on the functionalities of our tools
• Assist in the development and implementation of support processes and procedures (including QA testing)
• Develop support resources, such as FAQs, guides, and training materials
• Contribute to internal process improvements to enhance the support experience

Is this role right for you?

• 2–3 years of experience in a customer-facing role. This experience within a SaaS company (e.g., support, success, implementation, or account coordination) is an asset.
• Proven ability to learn new software tools quickly and explain technical concepts in a clear, accessible manner
• Excellent written and verbal communication skills
• Highly organized, detail-oriented, and capable of managing multiple priorities
• Collaborative mindset with the ability to work cross-functionally in a fast-paced environment
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues
• Experience with ServiceNow, Jira, or other task management tools is an asset
• Experience working with construction and/or supply chain partners is an asset

Go ahead and be yourself. We'll pay you for it!

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical status, veteran status, religion, language, political opinion, working-style preference, family status, education, and socio-economic status. The EllisDon core values of Integrity and Mutual Respect welcomes everyone, at work and in the community, and our value of Mutual Accountability, means that we all have a role to play. As an EllisDon employee, this will ultimately be your commitment to Inclusive Diversity.

Accommodation for Applicants with disabilities will be made during the recruitment process when requested.

We are committed to providing a positive candidate experience and ensuring timely updates are provided to all candidates. If you haven’t already, be sure to create a profile on our Careers page here to remain up to date on the status of your application and learn about new career opportunities as they arise.