Help Desk Technician

Job Description: 

THE COMPANY

Shortcuts is the leading global standard in smart salon technology, working with over 14,000 clients worldwide.  Our solutions are tailored to suit the needs of our clients – from large franchised chains through to a single site businesses in the hair, spa, school and walk-in industries.

Constantly updating our product to meet the changing needs of the market, our software is supported by the largest research and development team in the industry. 

Shortcuts is a subsidiary of Jonas Software, the leading provider of enterprise management software solutions to the Private and Semi-Private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage, Attractions & Leisure, Fitness & Sports and Salon & Spa industries. Across these vertical markets, Jonas is the leading technology provider for over 40,000 customers across 15 countries.

Jonas Software is the valued technology partner of over 50,000 customers worldwide in more than 30 countries.  Jonas employs over 1,600 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 and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

POSITION

The Help Desk provides 24/7 support to Shortcuts Software clients globally. The Help Desk Technician is responsible for answering inbound customer calls, and resolving any queries, or concerns that the customer may have.

JOB RESPONSIBILITIES:

• Provide high quality, consistent and reliable support on all aspects of the Shortcuts’ product suite
• Meet or exceed all Key Performance Indicators (KPI) set by management
• Liaise with clients, Shortcuts staff and resellers to ensure the delivery of high quality, responsive client support
• Manage escalated client enquiries and complaints to maintain a high degree of client satisfaction
• Immediately escalate to management any concerns or issues that may adversely impact the client base
• Take necessary steps to ensure that client data and confidentiality is upheld and protected at all times
• Regularly report to management the status, key risks and issues impacting clients both during implementation and after
• Monitor the status of Enterprise sites post implementation to ensure the software is being used correctly and that potential issues are detected and acted upon as soon as possible
• Deliver product knowledge training to clients and internal staff as appropriate
• Train new team members in the Shortcuts’ company standards and procedures
• Record and monitor client calls using company approved systems, tools and procedures in a professional and timely manner
• Investigate, replicate or test problems and queries to resolve open jobs
• Ensure new software features meet client requirements by conducting design reviews and acceptance testing as appropriate
• Develop knowledge base articles as appropriate
• Proactively participate in regular team meetings with departmental staff
• Put in extra effort and time as required to ensure the delivery of high quality support
• Perform work outside of office hours as required from time to time
• Travel as directed by management from time to time
• Other duties as directed by management from time to time
• Promote the company culture and values at all times
• Be available to work help desk support on weekends
• Ensure you are punctual and ready to start help desk work at scheduled times
   

JOB QUALIFICATIONS:

• Excellent written and verbal communications skills
• Sound understanding of IT industry and the latest technologies
• Ability to identify and diagnose application, hardware or environment problems and resolve logically
• A high degree of computer literacy and technical competency
• Excellent organization skills

Personal Characteristics Required:

• The ability to work in a fast-paced team environment
• The ability to work independently and effectively manage and reprioritize work
• The ability to work in a pressure environment, according to strict deadlines
• The ability to resolve conflict in a diplomatic and professional manner
• The ability to present topics and issues clearly and confidently
• A strong service focus
• Maturity and confidence
• A flexible, “can do” attitude to work
• Attention to detail
• Honesty and integrity
• Self-motivation
• Ability to instil confidence in others
• Personal focus, dedication and enthusiasm to the task at hand

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.