Support Specialist

Description

To establish productive and appreciative service relationships with customers requesting support, nurturing loyalty through impeccable and timely communication and troubleshooting, coordinating and delivering effective guidance and remedies.

Reports to Director, Integrations & Support.

JOB RESPONSIBILITIES

• To establish productive and appreciative service relationships with customers requesting support, nurturing loyalty through impeccable and timely communication, problem-solving and troubleshooting, coordinating and delivering effective guidance and remedies.
• To be a primary contact for customer support needs, maintaining knowledge of the names and positions of all relevant contacts on each customer’s team, including third party IT-related suppliers to our customers.
• To review all incoming support tickets for all b4 products, and to execute all possible resolutions, maintaining current knowledge of all expected behavior and reporting all encountered roadblocks.
• To ensure response times are optimized and meet defined Service Level Agreements, that all open tickets are in the appropriate status and are closed in a timely manner.
• To assist customers submitting support requests to become self-sufficient by providing customer instruction and supplying available self-help documentation.
• To plan, schedule and manage any additional technical resources necessary to resolve support tickets, communicating all necessary information, data and instructions between involved parties, both internal and external, including b4’s dev team.
• To perform usability and functionality testing to ensure solutions are reliably effective.
• To participate in our rotating schedule for after-hours and weekend support coverage.
• To take on additional assignments whenever possible in response to specific team, customer or management needs as they may arise.

JOB QUALIFICATIONS

• effective written and verbal communication
• self-starter, able to work under minimal supervision and learn on the fly
• troubleshooting and problem-solving skill
• able to manage, follow-up on and complete multiple concurrent tasks
• experience using JIRA, Tempo, SQL, basic HTML / Javascript / Jquery, whitelisting, SMTP (authSMTP), server logging and hotel property management systems are all considered assets

Business Unit :

Scheduled Weekly Hours :

37.5

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.