Product Support Specialist

Description

:

Product Support Specialist

Jonas Club

THE COMPANY

Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.

Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.

Jonas’ vision is to be the branded global leader across the aforementioned seven 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 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base.

POSITION
As a Product Specialist, you will act as a trusted advisor, helping our clients navigate challenges and ensuring their teams are equipped to deliver exceptional service to their members. In this high impact role, you will join a fast-paced, high-growth organization where your work will be integral to the success and satisfaction of our clients. Your contributions will help maintain the reputation of our products and drive continued client success. This position offers excellent opportunities for career development and growth.

JOB RESPONSIBILITIES:

• Be the Expert: Troubleshoot and resolve client issues effectively, ensuring seamless operations for our clients.
• Client Liaison: Serve as the primary point of contact for clients, providing expert advice, solutions, and regular updates.
• Build Relationships: Cultivate long-term relationships with clients by understanding their needs and offering tailored solutions to meet those needs.
• Collaboration: Work closely with cross-functional teams to expedite issue resolution and maintain high levels of client satisfaction.
• Elevate the Brand: Promote the company’s professional and service-oriented image through every client interaction, ensuring a positive experience.
• Client-Facing Content: Regularly update and maintain client support materials to ensure all information is accurate, relevant, and easy to understand.
• Adaptability: Manage varying work shifts, including weekends and holidays, as part of the on-call rotation, ensuring continuous support for clients.
• Continuous Learning: Stay informed about industry trends, product updates, and new features, and apply that knowledge to better support clients.

JOB QUALIFICATIONS:

• Experience with accounting-based applications, preferably in the Private or Public Golf Club Industries, Hotel, or other related Hospitality Industries.
• Experience supporting ERP systems is highly preferred.
• 2+ years of experience in technical support or application support, ideally in a software or technology environment.
• Strong knowledge of software applications and the ability to troubleshoot and resolve both technical and functional issues.
• Experience with support tools, ticketing systems, and customer service platforms.
• Proficiency with databases, software configurations, and system integrations is a plus.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users in a clear, professional manner.
• Strong problem-solving abilities, with the capacity to quickly understand and resolve application-related issues.
• Exceptional attention to detail and organizational skills to manage multiple support cases effectively.
• A proactive, self-starter attitude with the ability to work both independently and collaboratively.
• Strong time management skills, with the ability to prioritize tasks in a fast-paced environment.
• Experience with user training, creating user guides, or maintaining support documentation is a plus.
• Background or interest in the hospitality or country club environment is advantageous.
• Flexibility to work shifts from 8 AM EST to 8 PM EST, including holidays, as required.

Business Unit:

Scheduled Weekly Hours:

37.5

Number of Openings Available:

0

Worker Type:

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.