Service Desk Agent

Jonas Software; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A technology company in downtown Toronto is seeking a motivated Level 1 Service Desk Agent. You will support customers by troubleshooting issues with content management systems and ensuring timely resolution. Ideal candidates have 1-3 years of customer support experience, are strong communicators, and are passionate about delivering exceptional service. This role requires technical understanding and flexibility to work shifts.

Qualifications

• 1-3 years’ customer support experience in a technical environment.
• Strong analytical skills and problem-solving capabilities.
• Ability to work shifts as required.

Responsibilities

• Provide 1st level support to clients via email and phone.
• Develop and maintain positive relations with clients and partners.
• Coordinate issue resolution in a timely manner.
• Demonstrate technical understanding of products.
• Execute media encoding and loading.

Skills

Customer support experience

Strong written and verbal communication skills

Analytical and problem solving skills

Exceptional customer service

Strong computer skills

Time and task management skills

Understanding of web application technologies

Job description

Job Description

Leonardo is a Toronto-based team serving the global hospitality industry. We're a team of passionate experts, making content management easier for hotels, brands, and travel channels. We believe that reliable, powerful technology creates better travel experiences.

We're also a proud member of Jonas Hospitality, a family of hotel technology brands.

Position

Do you want to be a part of a growing technology company in downtown Toronto? We are looking for motivated, qualified candidates to support Leonardo customers as a Level 1 Service Desk Agent.

As a Service Desk Agent your role will be to perform a number of customer support duties including troubleshooting client issues with Leonardo’s content management systems and issues related to distribution of media to websites.

Job Responsibilities

• Provide 1st level support to internal and external clients, partners and external content providers: research and answer, via email and phone.
• Develop and maintain positive relations with clients, partners and internal stakeholders.
• Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
• Demonstrate a thorough technical understanding of products.
• Execute production processes such as media encoding and loading.
• Execute on various technical support and tasks as required.

Job Qualifications

• Minimum 1-3 years’ customer support experience in a technical (web based application) oriented environment.
• Very Strong written and verbal communication skills.
• Very Strong analytical and problem solving skills.
• A passion for delivering exceptional customer service each and every day.
• Open minded and logical thinker with top notch problem solving skills.
• Strong computer skills, including use of the internet and email.
• Must be a highly motivated self-starter comfortable working in a fast paced environment.
• Must have excellent time and task management skills.
• Understanding of web application technologies.
• Ability to work shifts is required.

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 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.