Position Overview:
Are you passionate about technology, customer success and looking for a career in a fast passed 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 an exciting role within our operations department to work as part of a team delivering a first-class customer service to our customers in the sports sector.
Role: Support Technician
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:
The role itself is very varied but will entail:
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.
To 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.
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.
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