Senior Client Experience Specialist

talentmanagementsolution; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

Jonas Software is seeking a Senior Client Experience Specialist to become the product expert for its SaaS Construction Management Cloud App and to provide exceptional customer support. The role is based in Canada and involves learning our business, product, and client needs while delivering empathetic, professional service.

You will train users via phone and online meetings, troubleshoot issues promptly, and contribute to knowledge base improvements and process enhancements within a fast-paced

Qualifications

• 3-5+ years of customer support experience preferably in the software industry.
• Basic accounting knowledge and technical skill
• Excellent English communication and interpersonal skills

Responsibilities

• Become the product expert
• Troubleshoot and resolve customer issues in a timely manner
• Train users over the phone and online meetings on how to complete tasks using the application
• Deliver remarkable customer service through empathy and professionalism
• Improve the knowledge base and training materials to help users
• Assist with process improvement
• Other duties as assigned

Skills

Customer support

Product expert

Troubleshooting

Communication

ERP knowledge

Multi-tasking

Education

Bachelor's degree / college diploma

Job description

Senior Client Experience Specialist

Jonas Software - Premier Division

Jonas Software is an innovative company seeking a Client Support star for its SaaS Construction Management Cloud App!

The Jonas workplace is dynamic and empowering and comprised of motivated self-starters who enjoy the thrill of working in a challenging fast-paced, startup environment within a well-established company. Immediately, we are seeking a driven individual who will learn about our business and our product, as well as our clients' businesses by filling the role of Customer Support Specialist.

JOB RESPONSIBILITIES:

• Become the product expert
• Troubleshoot and resolve customer issues in a timely manner
• Train users over the phone and online meetings on how to complete different tasks using the application
• Deliver remarkable customer service through empathy and professionalism
• Improve the knowledge base and training materials to help users
• Assist with process improvement
• Other duties as assigned

JOB QUALIFICATIONS:

• 3-5+ years of customer support experience preferably in the software industry
• Basic accounting knowledge and technical skill
• Passionate about providing remarkable customer focused service that makes clients ask for you by name
• Superior problem solving skills with the intellectual horsepower to think outside the box to ensure excellent customer service; excellent conflict management skills
• Self-motivated with proven ability to "wear multiple hats" and work in a fast paced environment and driven for results
• Superior communication (written and verbal) and interpersonal skills in the English language; approachable and a great listener
• Technically inclined with the motivation to learn new technologies
• Working experience with business or ERP applications would be considered an asset
• Well-honed organizational and process management skills; and ability to manage multiple priorities and deadlines
• Bachelor's degree / college diploma
• Experience in administrative side of the construction industry and/or supporting ERP/business/accounting applications would be considered an asset

Business Unit:

Premier

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

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.