Customer Support IT SaaS

Description

Customer Support IT SaaS

Owner Relations Technology

Squamish, BC, Canada

THE COMPANY

Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide.

We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies.

Our client base consists mainly of 4- and 5-star Resort hotels in North America, the Caribbean, Europe, and Asia.

THE POSITION

You will work with new and existing clients and our internal software development teams by handling, resolving, and documenting reported customer problems and supporting new onboarding clients worldwide.

JOB RESPONSIBILITIES

• Use listening and problem-solving skills to support customer service requests by handling, reproducing, diagnose, resolving and documenting reported customer technical problems received by email, chat, or phone
• Support customer first-line fix issues and escalate when required
• Raise bug issues and seek to clarify requirements
• Resolution of tickets / issues within capability level
• Ensure customer complaints are escalated
• Provision of essential training / coaching to customers over the phone / teams / email
• Support onboarding of new customers and testing of new builds
• Keep customers informed of progression with issues and provide follow-up as necessary
• Collaborate with other departments as necessary to expedite resolutions
• Diagnosing, reporting, tracking, and resolving quality assurance issues from software releases
• Testing software applications on web-based, desktop, and mobile devices - using different test scenarios
• Feedback and input into the development of a help guide for customers
• Support other projects when required
• Supply KPI data when required
• Create and maintain relevant team files and documents
• Raise change request forms for customer software changes / enhancements

JOB QUALIFICATIONS

• Analytical mind and problem-solving aptitude
• Ability to troubleshoot errors
• Excellent communication skills using email, phone, and chat.
• Attention to detail
• Strong organizational skills
• Comfortable with Office 365
• Experience with Software Programs - Asana, Bugzilla, FreeScout, and Teams is a plus
• Courteous and professional phone manner, and positive attitude are essential
• Good team player, yet willing to take personal responsibility for resolution of issues
• Knowledge of web-based software (SaaS) is a plus
• 3 5 years of customer service

Business Unit : Owner Relations

Owner Relations

Scheduled Weekly Hours :

Number of Openings Available :

Worker Type : Regular

Regular

More About Jonas Software :

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology / Laboratory Information Systems, and Product Licensing industries.

Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.

Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.

Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P / TSX 60.