Jr. Product Support Specialist

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Thinking about a change?

We recognize that the construction industry is changing at a rapid pace and we continually strive to be at the forefront. Our core values empower people to deliver great careers to one another and develop creative solutions for complex problems on some of the most exciting projects. It doesn’t matter what your expertise and craft is – there are no boundaries. We are a group of professionals with a variety of expertise within pre-construction, construction, and post-construction. To learn more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse bunch.

Above all, we are a group of individuals with unique experiences and at EllisDon, we choose to celebrate the strength in our differences, every day. EllisDon’s commitment to Inclusive Diversity is to work together to create an environment where every employee feels safe to be their true and authentic self. Ultimately, EllisDon’s purpose is to provide people with similar values the opportunity to achieve to their full potential; to deliver that opportunity for great careers to one another; and to contribute meaningfully to the community we share with others.

In case you’re curious, here’s what the industry thinks of us and some of the impacts we've made to the communities we work in and our latest Impact Report, highlighting how we're putting our values into practice in areas such as the climate & environment, inclusive diversity, indigenous relations, and health and safety.

EllisDon uses AI tools to assist in screening and assessing applicants for this position. 

You as a Jr. Product Support Specialist will:

• Serve as the primary point of contact for customer support inquiries and troubleshooting.

• Work closely with our supply chain partners to ensure smooth onboarding of new users.

• Provide ongoing product demos and support to users, promoting adoption and engagement.

• Collaborate with the product team to relay customer feedback, identify recurring issues, and contribute to product improvements.

• Maintain internal documentation and knowledge bases to support customer and team self-service.

• Serve as the main point of contact for troubleshooting and resolving technical issues related to the product.

• Document and escalate complex issues to the appropriate teams for resolution

• Work with the QA, Support, Training and Product team to ensure continuous improvement of the solutions.

• Assist in the development and execution of customer communication strategies around product updates and changes.

• Support account administration, including user management

• Assist in training sessions for end-users on the functionalities of our tools.

• Assist in the development and implementation of support processes and procedures.

• Utilize Microsoft Excel to create reports for supervisor and internal teams.

• Participate in quality assurance testing for new product features or updates.

• Develop support resources, such as FAQs, guides, and training materials.

• Contribute to internal process improvements to enhance the support experience.

• Maintain accurate records of support activities and resolutions.

This is the right role for you if:

• 1 year of experience in a customer-facing role, preferably within a SaaS company (e.g., support, success, implementation, or account coordination).

• Proven ability to learn new software tools quickly and explain technical concepts in a clear, accessible manner.

• Excellent written and verbal communication skills.

• Highly organized, detail-oriented, and capable of managing multiple priorities.

• Collaborative mindset with the ability to work cross-functionally in a fast-paced environment.

• Strong troubleshooting skills and the ability to diagnose and resolve technical issues.

• Highly proficient with Microsoft excel.

• Experience with service now, Jira, or other task management tools.

• Experience working with construction and/or supply chain partners is an asset.

• Knowledge of processing invoices and payments is an asset.

• The salary range for this position is $60,000 - $70,000.

EllisDon is proud to provide this unique career opportunity that provides continuous learning, opportunity for growth, and a competitive compensation package within an environment that is committed to inclusion and respects diversity.

Go ahead and be yourself. We'll pay you for it!

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical status, veteran status, religion, language, political opinion, working-style preference, family status, education, and socio-economic status. The EllisDon core values of Integrity and Mutual Respect welcomes everyone, at work and in the community, and our value of Mutual Accountability, means that we all have a role to play. As an EllisDon employee, this will ultimately be your commitment to Inclusive Diversity.

​Accommodation for Applicants with disabilities will be made during the recruitment process when requested.

We are committed to providing a positive candidate experience and ensuring timely updates are provided to all candidates. If you haven’t already, be sure to create a profile on our Careers page to remain up to date on the status of your application and learn about new career opportunities as they arise.

EllisDon uses AI tools to assist in screening and assessing applicants for this position.