Product Support Analyst – Bilingual, English & French

CMiC

. Act as the first point of contact when customers have inquiries or encounter issues using the software .

Posted 9/29/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$45,000 - CA$55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and problem-solving skills while providing exceptional customer support and communication. Proficient in managing workflows and prioritizing tasks in a fast-paced environment, with a focus on client relationship building and feedback integration.

Highest-signal resume keywords

French Language ProficiencyTechnical Support ExperienceAnalytical SkillsCommunication SkillsDetail Oriented

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Problem-SolvingTeam PlayerPositive AttitudeStrong Work Ethic

Certifications & Qualifications

College/University Degree

Industry Keywords

Customer ServiceIssue ResolutionKnowledge BaseProduct FeedbackWorkflow Management

About the role

Key responsibilities & impact

Act as the first point of contact when customers have inquiries or encounter issues using the software
Answer client queries and provide basic direction and training on common issues
Triage product queues and prioritize issues according to severity
Conduct web meetings with customers to gather information for investigation or provide assistance
Test and duplicate issues to document and demonstrate problems to programming and other teams
Participate in project and team meetings, interacting and collaborating with team members
Leverage and contribute to the Knowledge Base to assist with issue resolution
Relay feedback to Product Managers to improve the product
Provide feedback to supervisors and managers regarding unclear processes requiring change
Receive tickets, analyze screenshots and issue details, replicate problems, and communicate proactively with CMiC teams to guide issues to resolution
Develop strong relationships with clients and staff and provide feedback on documentation

Requirements

What you’ll need

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

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
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
Accommodation during the recruitment, selection, and/or assessment process for applicants with disabilities