Sr. Technical Product Specialist - Club

Jonas Software - Canada; Markham; On-site; CAD 75,000 - 100,000; Full time

Job summary

Join Jonas Software as a Sr. Technical Product Specialist and contribute to enhancing client experiences through expert technical support. You will play a key role in troubleshooting and resolving complex client issues while collaborating with cross-functional teams. This full-time position is ideal for those with a strong technical background and a passion for customer service, providing ample opportunities for continuous learning and career growth in a dynamic environment.

Qualifications

• 5+ years of technical support experience focused on client issues.
• 2+ years of programming experience, familiarity with PVX Plus or similar.
• Strong troubleshooting experience with networking and cloud-hosted environments.

Responsibilities

• Troubleshoot client issues covering installations, networking, and connectivity.
• Act as a Tier 2 escalation point managing complex technical cases.
• Collaborate with teams to expedite solutions, ensuring client satisfaction.

Skills

Troubleshooting

Client Communication

Technical Support

Problem Solving

Attention to Detail

Team Collaboration

Education

University degree in technology

Job description

Job Description:

Job Title: Sr. Technical Product Specialist
Jonas Software – Club Division

Job Description:
Jonas Software is seeking a dedicated and highly skilled Sr. Technical Product Specialist to join our team. This full-time position is ideal for a motivated professional with a passion for customer support and a strong technical background. You will play a crucial role in directly supporting our clients' success by troubleshooting, resolving complex issues, and enhancing their experience with our products. The ideal candidate will have the ability to quickly adapt to new technologies, including PVX Plus programming and related languages, and provide exceptional support in a fast-paced environment.

This position is well-suited for individuals who are self-motivated, dependable, and thrive in problem-solving roles, with a focus on continuous learning and growth. You will work alongside a collaborative support team, contributing to the success of both our products and client relationships.

Key Responsibilities:

• Troubleshooting & Issue Resolution: Use your technical expertise to troubleshoot client issues, including activations, installations, printing problems, networking, hardware, and connectivity issues, ensuring timely resolutions.
• Escalation Point: Serve as a Tier 2 escalation point for the frontline support team, managing complex technical issues and guiding them to resolution.
• Client Liaison: Act as the primary point of contact between clients and the internal team, ensuring clear communication and high levels of client satisfaction.
• Collaboration: Work with cross-functional teams to expedite issue resolutions and deliver comprehensive solutions to clients.
• Client Communication: Keep clients informed of the status and progression of their issues through timely follow-ups and clear communication.
• Support Testing: Assist with testing and validating product features, ensuring that they meet high-quality standards and functional expectations.
• Afterhours Support: Participate in the after-hours rotation, providing ongoing technical support as required to maintain uninterrupted client service.
• Continuous Improvement: Stay current with product updates, new technologies, and industry trends, continually improving your skillset to better support our clients.

Key Qualifications:

• Experience: 5+ years of experience in a technical support role, with a focus on troubleshooting and resolving client issues, including working with internal support teams.
• Educational Background: University degree in technology. An Accounting degree or relevant experience is beneficial.
• Programming Skills: 2+ years experience with programming. Familiarity with PVX Plus, or similar programming languages (e.g., Basic, Pascal, or similar procedural programming languages), is highly beneficial for addressing more complex technical issues. Working experience as a full stack developer is required.
• Technical Expertise: Strong troubleshooting experience with networking, Citrix, Terminal Services, and general hardware/connectivity issues.
• Cloud Expertise: Hands-on experience supporting cloud-hosted environments, such as Microsoft Azure or AWS, including troubleshooting deployments, performance issues, and connectivity across hybrid systems.
• Operating Systems: Proficient in working with current, supported Windows operating systems, including Windows 10, Windows 11, and Server versions (e.g., Windows Server 2016, 2019, 2022).
• Customer Service: 5+ years of experience in customer service, with the ability to communicate technical concepts clearly to non-technical users.
• Multi-tasking & Prioritization: Ability to manage multiple tasks efficiently in a fast-paced environment, ensuring deadlines are met.
• Detail-Oriented: Strong attention to detail and an ability to prioritize and manage tasks effectively.
• Team Collaboration: A strong team player who can also take personal responsibility for resolving issues and contributing to team success.
• Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain complex technical issues in a professional manner.
• Industry Experience (Preferred): Experience with accounting-based applications, particularly within the Private or Public Golf Club Industries, Hospitality, or Hotel industries, is an asset.
• Flexibility: Ability to work shifts from 8 AM EST to 8 PM EST and participate in the after-hours support rotation.

Why Join Us?
At Jonas Software, you will be part of a dynamic, high-growth team committed to delivering excellent products and services to our clients. As a Sr. Technical Product Specialist, you will play a key role in ensuring the success and satisfaction of our clients. Additionally, you will have ample opportunities for career growth in a collaborative, fast-paced work environment.

If you are passionate about technology, customer service, and continuous learning, apply now to become part of our world-class team at Jonas Software!

Business Unit: Jonas Club Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 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 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.