Customer Support Analyst - Web

Job Description:

Customer Support Analyst-Web

Jonas Software – Club House Online Division

We are seeking a dedicated professional Customer Support Web Analyst to join our team on a full time basis with a strong customer focus and a background in web-based products and services. The successful candidate will be an integral part of the Web Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to queue management, queue call coverage, responding to email, and assisting with the growth and management of the company's reference account base.

The position is ideal for those who are self-motivated, patient, dependable individuals who like to help others solve their problems. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

JOB RESPONSIBILITIES:

• Use your skillsets to troubleshoot Client Issues in a timely manner.
• Listen and serve as primary Support liaison between Clients and Jonas Web Products.
• Keep Clients informed of progression with issues and provide follow up as necessary through written or verbal communications.
• Collaborate with other departments or offices as necessary to expedite resolutions.
• Promote and maintain a high quality, professional, service-oriented company image among clients.
• Will be required to periodically update the Client-Facing Support Sites.
• Will work shifts that can start anywhere from 8 AM EST up until 8 PM EST.
• Will be required to participate in a pager rotation to cover emergency call on weekends.
• Will be required to continue learning independently during down time.
• Must be able to work on any of the Canadian Holidays throughout the year.
  
  

JOB QUALIFICATION:

• Requires 2 - 3 years of customer service.
• High School Diploma/Some college preferred/college degree
• Experience with HTML and Content Management Systems (CMS) an asset or equivalent experiences in school or other role
• Previous experience in Mobile Application Support is essential
• Working knowledge of Web Reservation or Online Ordering applications is required
• Windows, iOS and Android troubleshooting experience is essential
• Strong PC and system navigation skills, specifically in a Windows-based environment
• Must be able to multi-task in a fast-paced environment and set priorities within time constraints to meet deadlines
• Courteous and professional phone manner, demeanor and attitude are essential
• Excellent organizational, time management, punctuality and customer service skills
• Must be able to work independently as well as coordinate efforts with other team members
• Ability to prioritize tasks and shift focus as needed is essential
• Good team player, yet willing to take personal responsibility for resolution of issues
• Detail oriented ,with effective and clear verbal and written communication skills are required
• Experience working in hospitality or country club environment an asset
  
  

Business Unit:

Scheduled Weekly Hours:

37.5

Number of Openings Available:

0

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.