Product Support Specialist - Web

Jonas Software; Markham; On-site; CAD 45,000 - 55,000; Full time

Job summary

A software solutions company in Markham is seeking a Product Support Specialist to join their web-based support team. The role requires 2-3 years of customer service experience, troubleshooting skills, and familiarity with HTML and mobile applications. The ideal candidate will work in a fast-paced environment, assisting clients and collaborating with different departments to solve issues promptly. Excellent growth opportunities and a comprehensive benefits package are offered.

Benefits

Excellent 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.
• Previous experience in Mobile Application Support is essential.
• Working knowledge of Web Reservation or Online Ordering applications required.

Responsibilities

• Troubleshoot client issues in a timely manner.
• Serve as primary support liaison between clients and products.
• Collaborate with departments to expedite resolutions.
• Maintain a professional company image among clients.

Skills

Customer service

HTML

Content Management Systems (CMS)

Troubleshooting

Verbal communication

Written communication

Time management

Organizational skills

Education

High School Diploma

Some college preferred/college degree

Tools

PC navigation

Windows

iOS

Android

Job description

Overview

Product Support Specialist - Web – Jonas Software, Club House Online Division

We are seeking a dedicated professional Product 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 day-to-day processes of the team, including 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 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.
• 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.
• Work shifts that can start anywhere from 8 AM EST up until 8 PM EST.
• Participate in a pager rotation to cover emergency calls on weekends.
• Continue learning independently during down time.
• Must be able to work on any of the Canadian holidays throughout the year.

Job Qualifications

• Requires 2 - 3 years of customer service.
• High School Diploma/Some college preferred/college degree
• Experience with HTML and Content Management Systems (CMS) is 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
• Ability to multi-task in a fast-paced environment and set priorities within time constraints to meet deadlines
• Courtious 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
• Good team player, yet willing to take personal responsibility for resolution of issues
• Detail oriented with effective and clear verbal and written communication skills
• Experience working in hospitality or country club environment is an asset

Additional Details

• Scheduled Weekly Hours: 37.5
• 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 these markets and to be recognized by customers and 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.