Product Support Technician

Jonas Software; Markham; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading software provider in Markham is looking for a Product Support Technician to join their Client Support team. This full-time role involves resolving technical issues for ERP users and providing exceptional customer service. The ideal candidate should have extensive experience in customer service and technical troubleshooting, ideally in software or hospitality environments. Strong communication skills and a commitment to learning are essential, as is the ability to adapt in a dynamic workplace.

Benefits

Competitive salary

Training and development opportunities

Healthcare benefits

Qualifications

• Strong foundation in customer support and technical troubleshooting.
• Prior exposure to product support in software or hospitality.
• Experience in helpdesk environments preferred.

Responsibilities

• Respond to clients via various support channels.
• Diagnose and resolve technical issues effectively.
• Assist clients with software usage and recommendations.
• Collaborate with internal teams to resolve complex issues.
• Document all support activities in internal systems.

Skills

Technical aptitude

Customer service experience

Excellent communication skills

Technical troubleshooting ability

Organizational strength

Adaptability & resilience

Education

Bachelor’s degree in computer science or a related discipline

2-3+ years in technical support or customer service

Tools

Microsoft Office

CRM systems

HTML

Windows Server

Job description

Job Description

Product Support Technician

Club Division

Markham, Ontario

The Company

Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.

Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.

Jonas’ vision is to be the branded global leader across the aforementioned seven 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 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base.

The Position

We are looking for a high-energy, service-driven Product Support Technician (T1) to join our Client Support team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels.

This is a full-time, support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing product training, adapting to new systems, and providing exceptional support with speed and empathy.

What We’re Looking For

You bring a strong foundation in customer support and technical troubleshooting—ideally in contact centre software, club operations, or the hospitality industry. More importantly, you bring:

• Technical aptitude – Comfortable navigating software, understanding system architecture, and troubleshooting issues in real time.
• Relevant experience – Prior exposure to product support in software, hospitality, or club environments.
• A growth mindset – Willingness to learn new tools, adapt to evolving customer needs, and succeed in a virtual training setting.
• Adaptability – Thrives in dynamic environments, open to feedback, and ready to take ownership of challenges.

Key Responsibilities

• Customer Support & Issue Resolution: Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed.
• Product Knowledge & Guidance: Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.
• Cross-Functional Collaboration: Work with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations.
• Process & Documentation: Track and document all support activity using internal systems. Maintain detailed records and knowledge base updates.
• Service Support & Member Experience: Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience.
• Client Satisfaction & Continuous Improvement: Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.

Skills & Qualifications

Core Competencies

• Excellent communication skills – Clear, professional verbal and written English to explain technical concepts to clients and colleagues.
• Customer service experience – Proven background in customer support or helpdesk roles, with a passion for solving problems and delivering value.
• Technical troubleshooting ability – Confident diagnosing software, network, and system issues with a logical, methodical approach.
• Organizational strength – Skilled at managing multiple priorities, tracking open tickets, and ensuring follow-through.
• Adaptability & resilience – Able to learn quickly, stay calm under pressure, and adjust to new systems or workflows.
• Soft skills for service excellence – Active listening, empathy, patience, and a client-focused mindset that builds trust and satisfaction.

Technical Proficiency

• Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset
• Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset
• Experience with Microsoft Office, CRM systems, and basic HTML is an asset
• Understanding of VMware or Hyper-V is a plus is an asset
• Exposure to PowerShell scripting is an asset

Education & Experience

• Experience in software support, hospitality, club operations, or similar industries is highly desirable
• 2-3+ years in technical support, customer service, or helpdesk environments
• Bachelor’s degree in computer science or a related discipline
• Familiarity with ticketing systems and support platforms
• Knowledge of basic accounting concepts

What You’ll Bring

• Client Focus – A service-first mindset with empathy and accountability
• Technical Curiosity – Eagerness to learn how things work and solve problems
• Flexibility – Comfort with evolving tools, systems, and service standards
• Professionalism – Discreet, courteous, and reliable in every interaction

Work Schedule & Availability

• Training Period: 9 AM – 5 PM EST
• Post Training Schedule Availability: Must be open to work a rotating shifts 8am-8pm Mon-Friday and after-hours. Schedule is subject to change with notice based on business needs require.

Business Unit: 37.5 hours per week

Number of Openings Available: 0

Worker Type: Regular

More About Jonas Software

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.