Job Description

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Customer Support Analyst at Jonas Construction Software
What is the opportunity?
As a Customer Support Analyst you will be a part of the Jonas Construction support team. You will be responsible for providing support for Jonas Construction ERP Software by monitoring ticket, responding to customer calls and resolving cases using troubleshooting skills and product knowledge to train clients on software functionality. A successful candidate requires excellent interpersonal and problem-solving skills with the ability to learn quickly in a fast-paced team environment. Previous customer service experience is required.
What will you do?

• Provide application support for an integrated ERP accounting construction software by investigating process, accounting and operational cases
• Analyze data and user process to find deficiencies in process, reports or software functionality
• Have the ability to keep composure under stressful situations
• Harness time management skills to effectively and efficiently resolve multiple client issues
• Be driven by results to achieve team goals, establishing integrity and trust with the team and clients while remaining customer focused
• Serve as primary support liaison between clients and Jonas
• Keep clients informed of progression with issues and provide follow up as necessary
• Collaborate with other departments or offices as necessary to expedite resolutions
• Promote and maintain a high quality, professional, service-oriented company image among clients
• Report to the Procedural Support Manager for daily direction and other tasks and the Director of Support for administration

What do you need to succeed?
Must-have

• Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry
• Must be able to troubleshoot, multi-task in a fast-paced environment and set priorities within time constraints
• Excellent organizational, time management, punctuality and customer service skills
• Courteous and professional phone manner, demeanor and attitude are essential
• Good team player, yet willing to take personal responsibility for resolution of issues
• Proven ability to meet deadlines
• Proven ability to problem solve and teach others
• Excellent command of the English language (spoken and written)

Nice-to-have

• Experience in accounting based applications preferably in Construction and/or related industries a definite asset
• Previous application support experience with proven ability to troubleshoot

What makes this a great place to work?
There are many things, but here are the highlights:

• Competitive compensation
• Once established work from home 3-4 days a week
• Extensive in-class and hands on training
• Comprehensive benefits package
• Excellent learning and development opportunities
• Rewarding career development and merit based growth plan with access to a variety of job opportunities across the business
• Energetic and simulating work environment with annual employee awards and regular department and company events and outings

The Jonas workplace is dynamic, empowering and comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. Due to recent growth we are seeking an ambitious person who will learn both our business as well as our clients’ businesses by starting out as a Customer Support Analyst for our Software Support Team in the Construction Division.

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.