Software Support Analyst

Job Description: 

The Position
The Customer Support Analyst is a customer focused, self-directed member of our application support team. You will identify, analyze and offer solutions to customer questions and problems via phone and email. The job calls for a resourceful individual who can learn new skills on the fly with the drive to provide superior customer service in support of our applications. You will be working with a team of professionals who are self-motivated, dependable, friendly and results-oriented individuals who like to help others solve their problems.

JOB RESPONSIBILITIES:

• Respond to customer phone and email support requests in a timely, efficient and professional manner

• Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects

• Advise customers on the use of Jonas Metals Software products

• Train new customers using online meeting tools and in-person meetings (travel required)

• Become an expert on the features and business applications of our products and services

• Eastern Time Zone work hours

QUALIFICATIONS:

• Excellent listening skills

• Professional and effective communications skills – both verbally and in writing

• Ability to effectively interact and maintain professionalism with customers at all levels via phone, email, and in person

• Strong technical aptitude

• Demonstrated problem solving capabilities

• Self-starting with the ability to prioritize and work independently

• Sense of humor, curiosity and positive attitude

• Reliable and responsible work ethic

• Functional knowledge of Google Workspace (Docs, Sheets, Drive, etc.)

• Functional knowledge of SQL queries preferred

• Metals Distribution Industry knowledge and experience preferred

• ERP Software knowledge and experience preferred

• Understanding of the fundamentals of accounting preferred

• Bachelor’s degree preferred

• Must be willing to travel – travel required

Business Unit: 

Scheduled Weekly Hours:

Number of Openings Available: 

Worker Type: 

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.