Support Technician

Jonas Software UK; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Jonas Software UK, a leader in providing software solutions to sports clubs, is seeking a full-time Support Technician. This role involves delivering excellent customer service, managing support calls, and implementing systems at customer locations. Successful candidates will have strong problem-solving skills and an IT background, contributing to a dynamic support team.

Qualifications

• Experience in customer support, preferably in IT service/help desk.
• Basic Windows 10 knowledge required.
• Full UK clean driving license required.

Responsibilities

• Logging and progressing 1st/2nd line support calls.
• Providing out of hours emergency support to customers.
• Producing internal and external training documentation.

Skills

Problem-Solving

Communication

Organisation

Education

IT based qualification

Tools

MySQL

Microsoft Office

Job description

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Are you passionate about technology, customer success and looking for a career in a fast-paced emerging sector?

Jonas Sports is a rapidly expanding software company specialising in providing cutting-edge solutions to over 50 professional sports clubs across the UK. We are dedicated to delivering innovative software solutions tailored to the unique needs of sporting organisations. We do this by providing market-leading, mission-critical software solutions including Epos, eCommerce, and CRM systems. At this exciting stage of growth, we are seeking to appoint an experienced and enthusiastic Support Technician for a role within our operations department to work as part of a team delivering first-class customer service to our customers in the sports sector.

Working Locations: Home/Office/Customer *Note: Only candidates who are eligible to live and work in the UK need apply*

Hours: 37.5 per week (full-time) + Out of Hours Emergency Support

Contract: Permanent

Key Responsibilities:

• Logging and progressing 1st/2nd line Support Calls using an established support system.
• Follow up “customer care” calls.
• Promote the latest products and services to the customer base.
• Set, maintain, and exceed customer service standards.
• Work to an agreed set of KPI and SLA standards to ensure customer satisfaction.
• Progress all outstanding calls and ensure they are resolved within the relevant time scales.
• Provide out of hours emergency support to our customer base on a rotational basis.
• Produce internal and external training documentation for our goods and services.
• Deliver new and existing products and services in a timely and professional manner.
• Implement systems at customer premises and provide training to key stakeholders when required.
• QA new product releases and update the User Documentation.
• Other duties and responsibilities as dictated by your line management.

Requirements:

• Analytically minded and strong at problem-solving.
• Excellent communication skills.
• Excellent phone manner.
• Communication skills to talk to all levels of stakeholders.
• Good organisation and time management skills.
• Prioritisation and calmness under pressure.
• Basic Windows 10 knowledge and experience.
• Full UK clean driving license and use of a personal car.

Preferred Qualifications:

• Experience of working in a customer support role, preferably on an IT Service/help desk.
• Experience of MySQL.
• An IT based qualification.
• Experience of using Microsoft Office applications.
• Experience within a software company and knowledge of the Retail and/or Sports industries.