Job Description

Customer Support Analyst
Location: Hybrid (Markham, ON - 1-2 days onsite per month)
Division: Construction Software - Product Support
Company: SRA Staffing (on behalf of our client, a leading construction ERP provider)
About the Role
We're hiring a Customer Support Analyst to join a collaborative, high-performing team that supports accounting and operational modules in a leading construction ERP software platform. You'll become an expert in helping clients resolve software issues related to Job Costing, Payroll, Service, and Accounting.
This is a hybrid role based out of Markham, ON, with 1-2 in-office days per month for departmental meetings. If you're located more than an hour from the GTA, you'll be considered remote with one annual trip for team events (covered by the company).
What You'll Do
Troubleshoot and resolve client support requests (via phone/email)
Investigate bugs, data discrepancies, and configuration issues
Help identify whether a case requires training, software fixes, or client-side changes
Collaborate with internal support and product teams to drive resolution
Become proficient in a product area (e.g., Payroll, Job Costing) over time
What We're Looking For
Must-Have Skills
2 years minimum of experience in client support (software, helpdesk, or SaaS) with a North American based company
Basic understanding of bookkeeping (debits, credits, general ledger)
Excellent communication skills in English both written and spoken
Patience, curiosity, and problem-solving ability
Comfortable working EST hours: 8:30 AM - 5:00 PM ET
Nice-to-Have
Experience supporting ERP or accounting software (e.g., CMiC, ServiceTitan, Sage, Procore)
SaaS or cloud-based platform support experience
Familiarity with the construction or trade service industry
Why Join?
Clear progression path: Level 2, 3, and cross-team moves into QA or Product
Comprehensive training program (10-12 weeks, includes call shadowing)
Fast-growing software group with a strong culture of mentorship and internal mobility
Compensation & Perks
Base Salary: $55,000 CAD
Bonus: ~can be up to $3,000 annually + incentive opportunities
Vacation: 3 weeks
Benefits: Full group benefits package (Day 1)
Equity: Optional employee stock purchase plan (15% match on up to 15% contribution)
Equipment: Laptop provided
Interested?
Send your resume directly to AnushaS @srastaffing.com. We're actively interviewing and moving quickly.

Skills Required