Description:
Client Experience Specialist
About The Opportunity
SRA Staffing is partnering with a trusted client in the construction software industry to hire two Client Experience Specialists.
Our client is experiencing strong year-over-year growth and is part of a larger software conglomerate. Its cloud-based construction ERP platform helps clients manage their accounting and operational workflows.
This opportunity combines software troubleshooting, user training, and professional client service. You will develop deep product knowledge, investigate client issues, and help users understand both the application and the business processes behind it.
Accounting knowledge is essential. We’re looking for support professionals who understand financial workflows, ask effective diagnostic questions, and explain solutions clearly and patiently.
Compensation & Work Arrangement
- Base salary: $70,000-$80,000 CAD, depending on experience and qualifications.
- Performance bonus: Up to an additional $8,500 annually—an annual component of $2,500 plus up to $1,500 per quarter, based on company and employee performance.
- Benefits: Full benefits, with stock participation available after six months.
- Employment: Permanent, full-time; 40 hours per week.
- Location: Remote-first within Ontario, with approximately two days per month onsite at the Markham office.
- Work authorization: Candidates must be legally eligible to work in Canada without employer sponsorship.
Key Responsibilities
- Support clients with questions about the application and their day-to-day business workflows.
- Investigate, troubleshoot, and resolve issues, gathering the information needed to identify the cause.
- Apply accounting knowledge to investigate financial transactions and reporting questions, including subledger/general ledger discrepancies, posting corrections, and job-margin or work-in-progress issues.
- Support accounting teams, construction administrators, project managers, superintendents, and executives, adapting communication to each audience.
- Train and guide users by phone and online meetings.
- Communicate clearly, manage expectations, and follow issues through to resolution.
- Collaborate with internal teams and escalate complex issues with clear supporting information.
- Document recurring issues, solutions, and best practices.
- Contribute to knowledge-base articles, training materials, and improvements to support processes.
- Manage multiple requests and competing priorities.
Qualifications
- 3-5+ years of customer support experience in software, SaaS, ERP, or accounting applications.
- Demonstrable accounting knowledge and the ability to explain financial workflows and their business impact.
- Strong technical aptitude and a structured approach to troubleshooting.
- Excellent written and verbal English communication, with the ability to explain software and accounting concepts clearly.
- A patient, empathetic, and professional approach to client service.
- Confidence training users by phone and online meetings.
- Strong organization, documentation, and follow-through.
- A self-motivated, collaborative approach.
- Bachelor’s degree or college diploma.
- Based in Ontario and able to attend the Markham office approximately two days per month.