You As a Jr. Product Support Specialist Will Responsibilities 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. Qualifications and Experience 1 year of experience in a customer‑facing role, preferably within a SaaS company (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 ServiceNow, 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. Salary Range : $60,000 - $70,000. 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. Accommodation for applicants with disabilities will be made during the recruitment process when requested. #J-18808-Ljbffr