Product Support Analyst

2 months ago

Old Toronto, Canada Computer Methods International Corp. Full time

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.

Duties & Responsibilities

  • Primary point-of-contact for CMiC customers
  • Review customer questions and reported problems
  • Investigate and resolve customer cases
  • Test system scenarios and duplicate issues to resolve customer inquiries
  • Conduct web meetings with customers to gather information for investigative purposes and for further assistance
  • Meet with Product Team members to discuss customer inquiries
  • Participate in project and team meetings; interact and collaborate with team members as required
  • Triage product queues daily
  • Collaborate on regular basis with IT and DBA teams
  • Analyzing and debugging the application
  • Address cases timely and in accordance with customer expectations
  • Accurately interpret and effectively comply with company standards, procedures and policies
  • College/University Degree - preferably in Computer Science or IT related
  • 3+ years of previous Tier 2 or higher technical support or customer service experience
  • Excellent communication skills, both verbal & written
  • Team-player, strong work ethic, and a positive attitude
  • Exceptional analytical and problem-solving skills
  • Ability to grasp new concepts and learn quickly
  • Self-starter with good organizational and time management skills
  • Detail oriented with the ability to manage and prioritize work flow
  • Previous industry experience with supporting cloud infrastructure is preferred, especially OCI and AWS
  • Proactive with the ability to meet tight deadlines and operate in a high-paced environment
  • Experience with Network monitoring and alerts is a plus
  • Experience with SQL experience will be preferred
  • Previous experience with an ERP system is a plus
  • Competitive benefits Package (including Health & Dental benefits)
  • Paid vacation and personal days
  • Townhall meetings where all employees are encouraged to participate in open discussions
  • 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 focus including virtual yoga classes 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.

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