Customer Support Analyst - Construction SW

Customer Support Analyst - Construction Software

Join to apply for the Customer Support Analyst – Construction Software role at SRA Group

Location: Remote in Canada or US, with optional hybrid days in Markham, ON

LATE SHIFT is required within 3-6 months of 11:30 AM EST to 8PM EST

Company: SRA Staffing, on behalf of a leading construction software provider

About the role

Join a growing construction ERP team supporting customers who run their businesses on modules like Job Costing, Payroll, Service, and Accounting. You will handle inbound tickets and live calls, dig into data and configuration, and work closely with QA and Product. Over time, you will become a go-to specialist for one or more modules.

Shift

Training period: 8:30 a.m. to 5:00 p.m. ET for approximately 3 to 6 months

Ongoing shift after ramp-up: 11:30 a.m. to 8:00 p.m. ET (permanent late shift for West Coast coverage)

Remote across Canada, with one annual trip to head office. If you are near Markham, you can work mainly remote with the option to come in on select days.

What you will do

Support construction customers by phone and email on ERP modules such as Job Costing, Payroll, Service, and Accounting

Troubleshoot issues by reviewing data, configuration, and process steps

Identify whether a case requires training, a product change, or a client-side adjustment

Work with Support, QA, and Product to drive fixes, updates, and knowledge base content

Build depth in at least one specialization area, such as Payroll or Job Costing

What you bring

Must-haves

2 or more years of experience supporting external customers on software, ERP, or SaaS

Comfortable on live calls without a script, with clear, professional English and strong empathy

Basic bookkeeping knowledge, including debits, credits, general ledger, and sub-ledger relationships

Willing and able to work the permanent 11:30 a.m. to 8:00 p.m. ET shift after the training period

Nice-to-haves

Experience with ERP or accounting software such as Sage, CMiC, Viewpoint, Procore, Acumatica, Jonas, ServiceTitan, NetSuite, or similar

Background in construction or trade services workflows, especially time and materials or job costed projects

Payroll experience and comfort with payroll cycles and remittances

SaaS or cloud software support experience

Clear growth path from L1 into L2, L3, and L4, with potential to move into QA, Training, or Implementation

Structured onboarding with coaching, shadowing, and documented processes

Stable, profitable software group with strong mentorship and long-term customers

Compensation and perks

Base salary: starting at $55,000+ CAD, with flexibility for candidates who already support a direct competitor ERP

Bonus: performance bonus and incentives

Vacation: 3 weeks

Benefits: comprehensive benefits from day one

Equity: participation in a company share purchase plan through the parent group

Equipment: company laptop and tools provided

How to apply

Please send your resume to [email protected] with the subject line 'Customer Support Analyst – Construction Software'.

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