Product Support Analyst

CMiC

Product Support Analyst at CMiC providing support for construction software. Engaging with clients and internal teams to resolve issues and enhance user experience.

Posted 5/27/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$45,000 - CA$55,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

College/University Degree
**Proficiency in spoken and written French**
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

Benefits

Comp & perks

Competitive benefits Package (including Health & Dental benefits)
Paid vacation and personal days
Townhall meetings where all employees are encouraged to participate in open discussions
Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
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, 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportcustomer serviceproblem-solvinganalytical skillsworkflow management

Soft Skills

communication skillsteam playerdetail orientedpositive attitudeability to learn quickly

Certifications

College DegreeUniversity Degree