Product Support Analyst – Bilingual, English & French

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the initial point of contact for customers seeking assistance or facing issues with the software.

• Address client inquiries and offer basic guidance and training on common challenges.

• Manage product queues and prioritize issues based on their severity.

• Conduct web meetings with clients to collect information for investigations or to provide support.

• Test and replicate issues to document and showcase problems to programming and other teams.

• Engage in project and team meetings, collaborating and interacting with team members.

• Utilize and contribute to the Knowledge Base to facilitate issue resolution.

• Communicate feedback to Product Managers to enhance the product.

• Offer insights to supervisors and managers regarding unclear processes that need modification.

• Receive tickets, analyze screenshots and details of issues, replicate problems, and proactively communicate with CMiC teams to drive issues towards resolution.

• Build strong relationships with clients and staff while providing feedback on documentation.

⛳️ Requirements

• Proficiency in the French language (both spoken and written) is essential.

• A College or University Degree is required.

• Outstanding communication skills, both verbal and written.

• Strong analytical and problem-solving abilities.

• A keen interest in exploring new software, with the capacity to understand new concepts and learn rapidly.

• Highly detail-oriented, with the capability to manage and prioritize workflow effectively.

• Facilitate the communication of information between team members and Product Groups.

• Prior experience in technical support or customer service is preferred.

• Ability to thrive in a fast-paced environment.

• A team player with a strong work ethic and a positive attitude.

🏝️ Benefits

• Competitive benefits package, including Health & Dental coverage.

• Paid vacation and personal days.

• Townhall meetings that encourage all employees to participate in open discussions.

• Outdoor lunch areas featuring picnic tables.

• An active Social Events Committee, with past events including seasonal parties, pool and bowling tournaments, karaoke nights, game nights, BBQs, and more.

• Health and wellness webinars.

• RRSP Matching Program available after two years of employment.

• Experience in a rapidly growing, socially responsible corporation.

• Accommodations during the recruitment, selection, or assessment process for applicants with disabilities.