Customer Solution Analyst

Jonas Software; Markham; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading provider of enterprise management solutions in Markham is seeking a Customer Support Analyst. The role entails providing support for ERP software, monitoring tickets, and effectively resolving customer issues. The ideal candidate will possess strong interpersonal and problem-solving skills, and have previous experience in accounting and customer service. The company offers competitive compensation, a comprehensive benefits package, and opportunities for career development.

Benefits

Competitive compensation

Work from home options

Comprehensive benefits package

Learning and development opportunities

Qualifications

• Previous accounting and customer service experience is required.
• Must be able to troubleshoot, multi-task in a fast-paced environment.
• Excellent command of the English language (spoken and written).

Responsibilities

• Provide application support for ERP accounting software.
• Analyze data and user processes to find deficiencies.
• Serve as primary support liaison between clients and the company.

Skills

Interpersonal skills

Problem-solving skills

Time management skills

Customer service skills

Ability to troubleshoot

Education

Accounting degree

Job description

Overview

As a Customer Support Analyst you will be a part of the Jonas Construction support team. You will be responsible for providing support for Jonas Construction ERP Software by monitoring tickets, responding to customer calls and resolving cases using troubleshooting skills and product knowledge to train clients on software functionality. A successful candidate requires excellent interpersonal and problem-solving skills with the ability to learn quickly in a fast-paced team environment. Previous accounting and customer service experience is required.

Job Responsibilities

Report to the Procedural Support Manager for daily direction and the Director of Support for administration:

• Provide application support for an integrated ERP accounting construction software by investigating process, accounting and operational cases
• Analyze data and user process to find deficiencies in process, reports or software functionality
• Have the ability to keep composure under stressful situations
• Harness time management skills to effectively and efficiently resolve multiple client issues
• Be driven by results to achieve team goals, establishing integrity and trust with the team and clients while remaining customer focused
• Serve as primary support liaison between clients and Jonas
• Keep clients informed of progression with issues and provide follow up as necessary
• Collaborate with other departments or offices as necessary to expedite resolutions
• Promote and maintain a high quality, professional, service-oriented company image among clients

Job Qualifications

• Application/customer support experience in the software industry preferred
• Experience in accounting based applications preferably in Construction/Service and/or related industries a definite asset
• Must be able to troubleshoot, multi-task in a fast-paced environment and set priorities within time constraints
• Excellent organizational, time management, punctuality and customer service skills
• Courteous and professional phone manner, demeanor and attitude are essential
• Good team player, yet willing to take personal responsibility for resolution of issues
• Proven ability to meet deadlines
• Proven ability to problem solve and teach others
• Excellent command of the English language (spoken and written)
• Accounting degree and/or experience an asset

What Makes This a Great Place to Work?

• Competitive compensation
• Once established work from home 1-2 times a week
• Extensive in-class and hands on training
• Comprehensive benefits package
• Learning and development opportunities
• Career development and merit based growth plan
• Energetic and stimulating work environment with annual employee awards and regular department and company events and outings

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.