Product Support Specialist

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

Job summary

A leading software company in York Region is seeking a Product Specialist to provide expert support for web-based products essential to private members' clubs. This role involves troubleshooting client issues, managing relationships, and collaborating with teams for optimal client satisfaction. Candidates should have experience in customer service and a strong background with HTML and CMS. Join a dynamic team committed to excellence and client success.

Qualifications

• 2-3 years of experience in customer service or technical support.
• Experience with Mobile Application Support is essential.
• Knowledge of Web Reservation or Online Ordering applications.

Responsibilities

• Troubleshoot and resolve client issues efficiently.
• Act as the primary point of contact for clients.
• Develop long-term relationships with clients.

Skills

Customer service experience

Web-based product expertise

Troubleshooting skills

Communication skills

Organizational skills

Detail-oriented

Tools

HTML

Content Management Systems (CMS)

Windows

iOS

Android

Job description

Job Description

At Jonas Software, we are seeking a highly skilled and motivated Product Specialist to join our prestigious Club House Online Division. This is a critical and exciting opportunity to be at the forefront of delivering exceptional service to the operators of the world’s most exclusive private members’ clubs. As a Product 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 members' satisfaction.

This is not just any support role—our Product 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 members. As a key member of our high‑growth organization, your contributions will directly impact both the satisfaction of our clients and the reputation of our world‑class products.

You will join a dynamic, fast‑paced team where your work will have a direct, meaningful impact on client success. This is a high‑impact, high‑visibility role with endless opportunities for career growth and personal development.

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 ClubHouse Online 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

• A minimum of 2–3 years of experience in a customer service or technical support role.
• Expertise with web‑based products, HTML, and Content Management Systems (CMS).
• Prior experience in Mobile Application Support is essential.
• Strong knowledge of Web Reservation or Online Ordering applications.
• Advanced troubleshooting experience with Windows, iOS, and Android systems.
• Exceptional organizational and time management skills, with the ability to multitask in a fast‑paced environment.
• Strong verbal and written communication skills, with a focus on clear, professional client interactions.
• A self‑motivated and dependable individual who thrives in a collaborative environment but is also capable of working independently.
• Detail‑oriented with a proactive approach to solving problems.
• A strong background or interest in the hospitality or country club environment is a plus.
• Flexibility to work shifts starting from 8 AM EST to 8 PM EST as needed as well as statutory holidays.
• Will be required to participate in a pager rotation to cover emergency call on weekends.

Why Join Us?

As a Product Specialist, you will be joining a team that is dedicated to excellence and driven by a passion for providing unparalleled service to the most prestigious private members’ clubs around the globe. You will be empowered to make a tangible impact on the success of both our clients and the company, while advancing your career within a supportive and dynamic organization.

If you are ready to take on a challenging, rewarding role where your expertise will be valued and put to the test, apply now to be a part of our world‑class team.