Product Support Specialist

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

Job summary

A leading software solutions provider in Canada is seeking a Product Support Specialist to troubleshoot client issues and serve as the main contact for clients. The ideal candidate should have 2+ years of experience in technical support, proficiency with accounting applications, and excellent communication skills. This position requires flexibility in work hours and a commitment to client satisfaction.

Qualifications

• 2+ years of experience in technical or application support.
• Experience with ERP systems is highly preferred.
• Ability to troubleshoot and resolve software application issues.
• Flexibility to work varying shifts and weekends as required.

Responsibilities

• Troubleshoot and resolve client issues effectively.
• Serve as the primary point of contact for clients.
• Cultivate long-term relationships with clients.
• Work closely with cross-functional teams on issue resolutions.

Skills

Technical support experience

Knowledge of accounting-based applications

Problem-solving skills

Excellent communication

Attention to detail

Tools

Ticketing systems

Databases

Job description

Overview

Product Support Specialist – Jonas Club

Jonas Software is a leading provider of enterprise management software solutions across various industries. The company serves private and semi-private clubs, foodservice, construction, hospitality, and related sectors, with a global footprint and a commitment to customer service, product innovation, and quality. This role sits within a fast-paced, high-growth organization focused on client success and service excellence.

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.

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: Jonas Software

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 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.