Technical Support Specialist (Full-Time)

EWS Group; Toronto; Hybrid; CAD 58,000 - 65,000; Full time

Job summary

Volanté is seeking a Tier 1 Technical Support Specialist in Toronto, Ontario, for a hybrid role with 40 hours per week. You will be the first point of contact for customers, troubleshoot issues, and document information for ticketing.

This position offers opportunities to collaborate with Engineering and Product teams and advance in a fast-growing SaaS environment. The ideal candidate has at least 2 years of SaaS technical support experience, familiarity with Zendesk/Zoho/Freshdesk, basic SQL

Qualifications

• 2+ years in SaaS technical support or similar.
• Familiarity with support ticketing systems (Zendesk, Zoho, Freshdesk).
• Basic understanding of databases and SQL queries.
• Comfortable navigating Linux environments and using command-line tools.
• Strong troubleshooting and problem-solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team-oriented with a strong sense of accountability and ownership.
• Available to work on After hours Rotating Schedule, public holidays.

Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high-quality communication in every interaction.

Skills

SaaS support

Troubleshooting

Customer focus

Verbal communication

Written communication

Learning agility

Teamwork

After-hours availability

Tools

Zendesk

Zoho Desk

Freshdesk

SQL basics

Job description

Job Description

Technical Support Specialist - Volante Toronto - Hybrid Compensation & Role Details

Expected Salary Range: The expected base salary range for this role is between $58,000 - $65,000 CAD , depending on experience and qualifications

Role Type: New Role AI Disclosure: AI may be used during the hiring process.

About Jonas Software

Jonas Software is the leading provider of enterprise management software solutions across numerous verticals. Within these vertical markets, Jonas is made up of over 130 distinct brands, which are respected and leaders within their own domain. Jonas' vision is to be the global leader across the 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. Together, we are the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas is headquartered in Canada and 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.

Volanté

Volanté is an Enterprise Point-of-Sale company that prides itself on developing leading-edge hospitality technology. What began as a three-person basement project that has developed into an industry-leading POS system with a team of over 100 employees in its Toronto, Ontario-based office. Volanté's point of sale software has evolved based on customer requests and requirements, and has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments. We are looking for a motivated QA Engineer who would work closely with the Engineering and Product teams. With a never-ending thirst for innovation and an increased workload, we’re calling on Toronto’s top tech talent to join the family!

The Role

The Tier 1 Technical Support Specialist is the first point of contact for customers seeking assistance with technical issues. This role focuses on providing timely, accurate, and courteous support by troubleshooting basic to moderately complex problems, guiding users through solutions, and escalating unresolved issues to Tier 2 when necessary. The specialist plays a vital role in maintaining customer satisfaction and ensuring smooth day-to-day support operations.

Key Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.


• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.


• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.


• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.


• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.


• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.


• Maintain SLA commitments for response and resolution times, contributing to service level goals.


• Participate in training sessions to stay updated on product changes, support processes, and tools.


• Adhere to company support policies and maintain high-quality communication in every interaction.

Qualifications

• Minimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.


• Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).


• Basic understanding of databases (e.g., SQL queries, relational data concepts).


• Comfortable navigating Linux environments and using command-line tools.


• Strong troubleshooting and problem-solving skills for technical and customer issues.


• Excellent verbal and written communication skills with a customer-first mindset.


• Ability to document issues clearly and follow established escalation procedures.


• Quick learner with the ability to adapt to changing products and technologies.


• Team-oriented with a strong sense of accountability and ownership.


• Available to work on After hours Rotating Schedule, public holidays.

Bonus: Exposure to APIs, scripting, or monitoring/logging tools.

Business Unit: Volante Software Inc.

Scheduled Weekly Hours: 40

Number of Openings Available: 2

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.

Volanté Systems

Volanté Systems is a leading technology company specializing in comprehensive and scalable Point-of-Sale (POS) software solutions tailored specifically for enterprises. Headquartered in Toronto, Ontario, Canada, with an additional office in Charlotte, North Carolina, USA, Volanté delivers exceptional services with a 24/7 help desk that provides multi-level support through e-mail, chatbot, and telephone. Volanté is an established trusted partner for food service industry operations in search of innovative and reliable POS solutions.