Product Support Specialist

Jonas Software - Canada; Markham; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading software solutions provider in York Region, Canada is seeking a Product Support Specialist to enhance client satisfaction by providing expert support for web-based products. Responsibilities include troubleshooting issues, building client relationships, and ensuring smooth operations. Ideal candidates will have a strong technical support background and excellent communication skills. This is an exciting opportunity to make a significant impact in a fast-paced, dynamic environment.

Benefits

Career development opportunities

Dynamic team environment

Meaningful impact on client success

Qualifications

• 2+ years of experience in technical support or application support.
• Experience with reservation-based applications is preferred.
• Ability to troubleshoot technical and functional issues.

Responsibilities

• Troubleshoot and resolve client issues efficiently.
• Act as the primary point of contact between clients and SpaSoft Products.
• Update and maintain client-facing support materials.

Skills

Technical support

Client relations

Problem-solving

Communication skills

Attention to detail

Tools

Ticketing systems

ERP systems

Job description

Job Description:

Job Title: Product Support Specialist
SpaSoft

Job Description:
SpaSoft is seeking a highly skilled and motivated Product Support Specialist to join our team. This is a fantastic opportunity for an experienced professional to make a meaningful impact by providing expert support and guidance for our web-based products and services, which are crucial to the daily operations of our clients. As a Product Support Specialist, you will play an integral role in ensuring our clients’ success by providing top-tier support and expertise with our web-based products and services, which are essential to their daily operations and their client’s satisfaction.

This is not just any support role—our Product Support Specialists are trusted advisors and the backbone of our client's business. They rely on your expertise to navigate complex challenges, ensuring their teams can deliver unparalleled hospitality services to their customers. As a key member of our organization, your contributions will directly impact both the satisfaction of our clients and the reputation of our products.

You will join a dynamic, fast-paced team where your work will have a direct, meaningful impact on client success. This position offers excellent opportunities for career development and growth.

Key Responsibilities:

• Be the Expert:Troubleshoot and resolve client issues with precision, ensuring that our clients’ operations run seamlessly and efficiently.
• Client Liaison:Act as the primary point of contact between clients and SpaSoft Products, providing expert advice, solutions, and updates.
• Build Relationships:Develop strong, long-term relationships with our clients, listening attentively to their needs and offering tailored solutions.
• Collaboration:Work alongside other departments to expedite issue resolution and ensure client satisfaction at the highest level.
• Elevate the Brand:Uphold and promote the company’s image by delivering exceptional, professional, and service-oriented interactions with clients.
• Client-Facing Content:Update and maintain client-facing support materials, ensuring information is accurate and relevant.
• Adaptability:Manage varying work shifts, including weekends and holidays as part of our on-call rotation, to provide continuous support to our clients.
• Continuous Learning:Stay current with industry trends and product updates, continuously improving your knowledge base to serve clients better

Key Qualifications:

• Experience with reservation-based applications, preferably in the Spa, 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 that cover a 24 hour span as our customers are global, including holidays, as required.

Why Join Us?
As a Product Support Specialist at SpaSoft, you will be part of a dedicated and dynamic team focused on delivering excellence. You will have the opportunity to make a tangible impact on client success and the reputation of our products while advancing your career in a supportive and fast-paced environment.

If you’re ready to take on a challenging and rewarding role where your expertise will be valued and your contributions will make a difference, apply now to become part of our team at SpaSoft

Business Unit: SpaSoft Canada Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 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.