Customer Support Analyst - Web

Jonas Software; Markham; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Analyst to join their dynamic Web Support Team. This full-time role is perfect for self-motivated individuals with a passion for helping others. You will be responsible for troubleshooting client issues, managing communication, and collaborating with various departments to ensure high-quality service. The company offers a supportive work environment with excellent career growth opportunities and a comprehensive benefits package. If you thrive in fast-paced settings and enjoy problem-solving, this is the ideal opportunity for you.

Benefits

Career Growth Opportunities

Benefits Package

Business Casual Working Environment

Qualifications

• 2-3 years of customer service experience required.
• Experience with HTML and CMS is an asset.

Responsibilities

• Troubleshoot client issues in a timely manner.
• Serve as primary support liaison between clients and products.
• Update client-facing support sites periodically.

Skills

Customer Service

HTML

Content Management Systems (CMS)

Mobile Application Support

Windows Troubleshooting

iOS Troubleshooting

Android Troubleshooting

Time Management

Communication Skills

Education

High School Diploma

Some College

College Degree

Job description

Job Description: Customer Support Analyst-Web

Jonas Software – Club House Online Division

We are seeking a dedicated professional Customer Support Web Analyst to join our team on a full-time basis with a strong customer focus and a background in web-based products and services. The successful candidate will be an integral part of the Web Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to queue management, queue call coverage, responding to email, and assisting with the growth and management of the company's reference account base.

The position is ideal for those who are self-motivated, patient, dependable individuals who like to help others solve their problems. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

JOB RESPONSIBILITIES:

• Use your skillsets to troubleshoot Client Issues in a timely manner.
• Listen and serve as primary Support liaison between Clients and Jonas Web Products.
• Keep Clients informed of progression with issues and provide follow up as necessary through written or verbal communications.
• Collaborate with other departments or offices as necessary to expedite resolutions.
• Promote and maintain a high quality, professional, service-oriented company image among clients.
• Will be required to periodically update the Client-Facing Support Sites.
• Will work shifts that can start anywhere from 8 AM EST up until 8 PM EST.
• Will be required to participate in a pager rotation to cover emergency calls on weekends.
• Will be required to continue learning independently during downtime.
• Must be able to work on any of the Canadian Holidays throughout the year.

JOB QUALIFICATION:

• Requires 2 - 3 years of customer service.
• High School Diploma/Some college preferred/college degree.
• Experience with HTML and Content Management Systems (CMS) an asset or equivalent experiences in school or other role.
• Previous experience in Mobile Application Support is essential.
• Working knowledge of Web Reservation or Online Ordering applications is required.
• Windows, iOS and Android troubleshooting experience is essential.
• Strong PC and system navigation skills, specifically in a Windows-based environment.
• Must be able to multi-task in a fast-paced environment and set priorities within time constraints to meet deadlines.
• Courteous and professional phone manner, demeanor and attitude are essential.
• Excellent organizational, time management, punctuality and customer service skills.
• Must be able to work independently as well as coordinate efforts with other team members.
• Ability to prioritize tasks and shift focus as needed is essential.
• Good team player, yet willing to take personal responsibility for resolution of issues.
• Detail-oriented, with effective and clear verbal and written communication skills are required.
• Experience working in hospitality or country club environment an asset.