Product and Customer Experience Analyst

With its expanding activities, AGA Benefit Solutions offers new employment prospects for professionals with high career aspirations. If you are seeking flexibility, freedom and challenges, this position is made for you!

Our firm is committed to its employees and welcomes all new candidates in a respectful manner consistent with an excellent work environment. Discover why working at AGA Benefit Solutions is so rewarding by visiting our Career page .

Your mandate will consist in contributing to the evolution of digital tools, ensuring application quality, and providing advanced technical support to users of the Cangaroo HR and Chrono platforms. You will support clients in their use of the platforms, participate in the continuous improvement of solutions, and contribute to initiatives aimed at optimizing customer experience and satisfaction. You will conduct pre-production testing, document issues, update the knowledge base, and work closely with internal teams to ensure functional consistency across products.

Read on to learn about the skills and qualifications required to thrive in this position!

• Ensure the implementation and rollout of electronic data transfer and electronic enrollment processes:
  • Plan, coordinate, and execute electronic data transfer and electronic enrollment implementation projects.
  • Analyze client needs and recommend appropriate configurations.
  • Ensure successful go-live and transition to regular operations within established timelines.
  • Act as the primary advisor to clients throughout the entire implementation process.
  • Collaborate with internal teams (Administration, IT, Sales, Customer Service, and Compliance).
• Provide technical support (Levels 1 to
  3), including diagnostics and needs analysis, resolution or escalation of requests, and follow-up on interventions;
• Ensure application quality (QA) by performing pre-production testing, validating fixes, and documenting results;
• Draft and maintain functional documentation and the knowledge base, including release notes and communications related to product enhancements;
• Optimize and document third‑party tools such as Freshchat, Jira, Hub Spot, and Confluence;
• When required, deliver training and personalized client support through webinars, workshops, and targeted sessions aimed at optimizing solution usage and strengthening client retention;
• Take ownership of urgent incidents during monitoring periods;
• Assume the responsibilities of the Senior HRIS Products and Projects Analyst when necessary (absence, vacation, or other);
• Perform any other related duties of a similar nature directly connected to this position or as requested by the supervisor.

• College diploma (DEC) or Bachelor’s degree in Computer Science, IT, Information Systems, Administration, or a related field;
• Minimum 2 to 4 years of experience in technical support, QA, functional analysis, or a similar role;
• Experience providing multi-level support (Levels 1–3), client onboarding/support, and working with digital tools;
• Knowledge of web and mobile application environments;
• Excellent understanding of HR workflows, employee data management, and client needs related to digital solutions;
• Comfort working with tools such as Freshchat and Hub Spot (an asset);
• Knowledge of group insurance (an asset);
• Strong customer focus and ability to manage a variety of situations;
• Ability to protect the confidentiality of information;
• Versatility, resourcefulness, and autonomy;
• Good command of English and French, both spoken and written (Please note that bilingualism is essential, as this position is held by a single individual who must communicate verbally and in writing with an English-only client base).