Technical Support Representative

Job Description: 

Technical Support Representative

Data-Basics I Jonas Software

Remote USA

Responsibilities:

Report to the Team Lead of Technical Support for administration:

• Use listening and problem-solving skills to troubleshoot client issues – networking/hardware issues, data integrity issues, permissions, performance issues, procedural processes etc. in a timely manner
• Utilize time management skills to effectively and efficiently resolve multiple client issues
• Write/execute data utility programs, SQL scripts to correct various issues
• Trace software, run SQL queries, review system logs to determine root causes of issues
• Keep clients informed of progression with issues and provide follow up as necessary
• Use quality decision making skills in a timely matter, sometimes with incomplete information and under tight deadlines and pressure
• Build peer relationships and collaborate with other departments as necessary to expedite resolutions
• Be driven by results to achieve team goals, establishing integrity and trust with the team and clients while remaining customer focused
• Promote and maintain a high quality, professional, service-oriented company image among clients
• Be keen on self-development, sometimes “learning on the fly” to keep up to date on product changes and enhancements
• Assist with testing of the various products as needed
• Prepare and execute client trainings/documentation/presentations as necessitated by the job
• Participation in our annual User Group Meeting (UGM) and facilitating client socialization/networking

Qualifications:

• Knowledge and experience with Microsoft SQL, Windows Server, IIS (Internet Information Services) required
• Bachelors or Masters Degree in the areas of Computer Science and/or Information Technology preferred
• Knowledge of accounting-based applications preferably in Construction, Service and/or related industries a definite asset
• Proven ability to work in a fast-paced environment and meet deadlines
• Proven ability to problem solve and teach others
• Excellent organizational, time management and customer service skills
• Excellent command of the English language (spoken and written)

Competencies:

• Customer Focus
• Learning on the Fly
• Peer Relationships
• Written Communication
• Time Management

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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.