Senior Product Analyst

Customer Service And Technical Support Role

Provide 1st level customer service and technical support via multiple channels.

Communicate effectively in written and spoken English with co-workers and customers worldwide.

Collaborate with advanced support teams, account managers, implementation, and development resources to meet customer expectations.

Ensure customer needs are met by evaluating issue impact and escalating when necessary.

Act as the lead interface with customers (internal and external) regarding product support.

Demonstrate a strong sense of urgency for sensitive issues.

Develop understanding of the user interfaces to investigate customer queries and issues.

Research and validate application, back-end or technical issues to aid customers in understanding product functionality and outputs.

Commit to delivering the highest level of customer service and satisfaction while demonstrating teamwork, interpersonal skills, and professionalism.

Hold scheduled calls with customers to review case status as needed.

Manage time effectively and prioritize tasks to balance daily responsibilities and technical development.

Engage in other potential work areas within the company as assigned.

This position is a night-shift role within a 24/7 team environment, with rosters scheduled in advance.

Our Ideal Candidate Has:

Bachelor's degree or equivalent technical experience (required).

Airline Industry background (required).

XML/ SQL/ API/ Server/ Network skills (highly desired).

Experience with Salesforce or other CRM tools.

Professional fluency in written and spoken English.

Excellent telephone manners and customer service skills.

Excellent analytical mindset, strong troubleshooting skills and sense of urgency.

Good organizational abilities and readiness to support multiple.

Ability to perform efficiently under pressure and manage multiple tasks simultaneously.

Strong teamwork skills and proactive attitude.

Effective time management and priority setting skills.

Proficiency in managing complex and ambiguous matters.

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at CAECarrieres-Careers@cae.com.