Product Analyst

1 week ago


Dubai, Dubai, United Arab Emirates CMiC Full time

Founded in 1974, CMiC today delivers comprehensive and advanced enterprise and field operations solutions, purpose-built for construction and capital projects companies.

CMiC's powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets - all from a single database platform.

In the past several years, the construction industry has experienced unprecedented changes driven by new technologies - including integration with multi-dimensional modeling, an explosion of cloud-based offerings, and the demand for robust mobile capabilities.

CMiC has kept pace by constantly upgrading and enhancing our advanced platform to reflect the changing needs of the industry, leading to significant growth as a company.

CMiC has its head office in Toronto, Canada, and has recently set up a subsidiary located in Dubai. The Product Analyst will be working from the Dubai location and will be responsible for servicing international customers.

Position ScopeWe are seeking an enthusiastic, and talented person to act as a support point of contact when our international customers have inquiries or encounter issues as they use our software.

The Product Analyst will receive tickets and analyze screenshots and details of customer issues, in order to replicate the problem while proactively communicating with CMiC teams to guide issues to resolution.

In addition to providing a very high level of customer service, the Product Analyst will develop strong relationships with customers and staff and provide feedback on documentation.

Individuals applying for this position must be able to multi-task, have strong attention to detail, have a professional demeanor, and be able to adapt to a growing and changing environment.

Duties & ResponsibilitiesBe the primary support point of contact for CMiC international customersAnswer customer queries and provide basic direction and training on common issuesConduct web meetings with customers to gather information for investigative purposes or to provide assistanceTriage product queues and prioritize issues according to their severityAnalyze and debug the applicationTest and duplicate issues in order to document and demonstrate the problem to other teams such as ProgrammingAddress cases timely and in accordance with customer expectationsAccurately interpret and effectively comply with company standards, procedures and policiesParticipate in project and team meetings; interact and collaborate with team membersLeverage and contribute to the Knowledge Base to assist with the resolution of issuesRelay feedback to Product Managers so that the product can be improvedMeet with Product team members to discuss customer inquiriesProvide feedback to supervisors and managers regarding processes that are unclear and need to be changedCollaborate on a regular basis with our internal IT and DBA teamsRequirementsCollege/University DegreeExcellent communication skills, both verbal & writtenExceptional analytical and problem-solving skillsA passion for exploring new softwareAbility to grasp new concepts and learn quicklyExtremely detail oriented with the ability to manage and prioritize workflowAbility to facilitate communication of information between team members and Product GroupsPrevious technical support experience or customer service experienceAble to operate in a fast-paced environmentTeam player with a strong work ethic and a positive attitudeNote: Please ensure that you are submitting a resume with your application.

Applications without a resume will not be considered.
BenefitsCompetitive benefits package Paid vacation daysExperience in a rapidly growing, socially responsible corporationCMiC is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

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