Software Support Specialist – CRG emPerform

Job Summary

CRGroup is seeking a highly energetic and self-motivated Software Support Specialist to join the CRG emPerform team. The Software Support Specialist would be a key member of the implementation & support team, responsible for communicating with clients and supporting customers of CRGroup’s award-winning employee performance management solution, emPerform. This is a full-time position reporting to the emPerform Senior Support & Implementation Specialist.

Key Responsibilities:

  • Get to know our software inside and out to show customers how to successfully use the software to meet their goals and objectives
  • Develop a trusting relationship with customers. Respond to and resolve inbound support issues through phone calls, web meetings and screen share protocols.
  • Ensure all support requests are accurately tracked in CRM and responded to / resolved within Service Level Agreements.
  • Resolve issues where possible, otherwise provide the relevant information/analysis to reproduce the issue prior to escalation to Product Development.
  • Ensure that all incidents owned are followed through to resolution whilst keeping all stakeholders fully informed on progress.
  • Be flexible and open to work across teams to ensure priority projects are completed in a timely manner.
  • Be actively involved in the preparation, conception, realization and Go-Live of customer implementations and support projects.
  • Be the voice of our customers, advocate for their needs and collaborate with Product Management to shape the product roadmap.
  • Assist in testing defect resolution and post-deployment of new functionality.
  • Contribute to the Customer Knowledge Base by updating and creating articles to enhance and facilitate self-service support for our Customers.
  • Assist with the creation of client training material (guides and videos) as needed.

Ideal Candidate:

  • Experience in software customer support or another customer-facing role.
  • Able to communicate at all levels within any organization; excellent written communication, verbal communication, active listening and presentation skills.
  • Customer orientated, including recognizing the business impact of issues and recognizing when to escalate to Management.
  • Be a self-starter; able to work productively with minimal supervision.
  • Flexibility, ability to change priorities quickly and capacity to handle multiple tasks.
  • Able to provide occasional support outside regular business hours.
  • Experience working within a SaaS environment.
  • Knowledge and experience in HR technology sector or some overall HR functional experience is considered an asset.

Nice to have:

  • University degree or College Diploma; preferably in Business or Human Resources
  • Strong business process and analytical skills are essential
  • 1-2 years of customer-service experience; preferably in software or business support


How to apply:

Qualified applicants located in Canada can email their cover letter and resume to or fax to 613.232.7276 Attn: HR. Please indicate the Job Title in the subject line.

We thank everyone for applying; however, only qualified candidates will be contacted.

CRGroup DNA – Who We Are and Why You Should Join:

Passion & Drive

We are passionate about our jobs and love coming into work each and every morning; spreading energy and positivity throughout the company. At CRGroup, we are driven to deliver expert services & solutions to meet client needs.

Customer-Centric Mindset

Improving client performance and providing them with catered solution is our passion. We strive to solve client challenges. Every member of our team is known for being flexible and committed to customer service & satisfaction at every stage.


Curiosity & Innovation

We are encouraged to take on new things, take risks, have fun, be innovative and think of new ways to solve problems. This innovation spirit is what helps CRGroup stand out and provide leading edge solutions for customers.

Teamwork & Trust

At CRGroup, we are surrounded and supported by team members who trust and believe in each other. This integrity and accountability fosters productive teams where the possibilities for success are endless.

Benefits of Working at CRGroup:

CRGroup is committed to employee satisfaction and success. We offer a unique and inspiring place to work where employees are challenged to do their best and get recognized for their contributions

Performance Culture

  • At CRGroup, we are challenged to excel and develop in multiple areas of interest.
  • CRGroup is committed to the development and growth of every team member – we invest heavily in training and certifications.
  • Strong contributions and performance is recognized and rewarded.

Exclusive Perks & Comprehensive Benefits

  • competitive pay & flexible work schedule
  • winter-holiday shut-down
  • free coffee
  • regular company status meetings with CEO
  • free on-site parking
  • medical & dental groups benefits plan
  • short & long-term disability
  • travel medical insurance

Work hard & Play Hard

CRGroup’s amazing team and active social committee ensures that hard work is balanced with a lot of fun!

wine tastingTeam around fireTeam golfingteam playing laser tagHalloween team in costumesNatalie pie in face

How to apply:

Send your resume and cover letter to

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