Junior Support Analyst/ Programmer

About the job Junior Support Analyst/ Programmer

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

Job Overview

The Support Analyst is the first point of contact for Arsenault customers. They investigate and resolve customer tickets while proactively communicating with internal Product Groups to ensure customer satisfaction. There are programming components to this job which ultimately may lead to a full-time programming position. The ideal candidate would be a recent graduate looking to eventually break into programming.

Duties & Responsibilities

• Primary point-of-contact for Arsenault customers.
• Review customer questions and reported problems.
• Investigate and resolve customer tickets.
• Conduct web meetings with customers to gather information for investigative purposes and for further assistance.
• Meet with Product Team members to discuss customer inquiries.
• Test system scenarios and duplicate reported problems to resolve customer tickets.
• Address tickets timely and in accordance with customer expectations.
• Participate in project and team meetings; interact and collaborate with team members as required.
• Accurately interpret and effectively comply with company standards, procedures and policies.

Requirements

• College/University Degree - preferably in Computer Science.
• Ability to facilitate communication between team members and Product Groups.
• Exceptional analytical and problem-solving skills.
• Strong technical skills with the ability to teach others Arsenault product features.
• Extremely detail oriented with the ability to manage and prioritize work flow.
• Previous industry experience with Construction, Professional Services and/or Information Technology is preferred.
• Previous technical support experience or customer service experience is preferred.
• Ability to grasp new concepts and learn quickly.
• Good organizational and time management skills.
• Proactive with the ability to meet tight deadlines and operate in a high-paced environment.
• Team-player, strong work ethic and a positive attitude.
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
• Health and Wellness focus including virtual yoga classes, Discounted Health Club membership, wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation
• Some remote work option available

Arsenault is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Arsenault 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.