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Support Technician

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

Analytical mindset, problem-solving skills, Excellent communication and phone manners, Basic Windows 10 knowledge, UK driving license.

Key responsabilities:

  • Log and progress support calls
  • Maintain customer service standards
  • Provide emergency support on rotation
  • Deliver training and documentation for products/services
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Vertical Market Software SME http://www.verticalmarketsoftware.com/
11 - 50 Employees
See more Vertical Market Software offers

Job description

                                                                                    
Job Description:
Support Technician - Jonas Sports UK

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.

                                                                                    
Business Unit: 
Jonas Sports Ltd.
                                                                                    
Scheduled Weekly Hours:
37.5
                                                                                    
Number of Openings Available:
1
                                                                                    
Worker Type:
Regular
Career Site:
                                                                               
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.

IS THIS YOU?

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Microsoft Office
  • Problem Solving
  • Time Management
  • Customer Service
  • Prioritization
  • Analytical Thinking
  • Organizational Skills
  • Verbal Communication Skills

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