Job Description:
The Technical Support & QA Specialist is a hybrid role that combines customer-facing technical support responsibilities with software quality assurance activities.
The successful candidate will serve as a critical link between customers, Product Management, and Development by resolving support issues, identifying product enhancements, validating software functionality, and helping ensure successful software releases. This role requires strong analytical skills, attention to detail, technical aptitude, and a commitment to delivering exceptional customer experiences.
Key Responsibilities
Customer Support
- Provide professional and timely technical support to customers via support tickets, email, phone, and remote sessions.
- Respond to customer inquiries in accordance with Minisoft’s Service Level Agreements (SLAs), maintaining a target of 95% or greater SLA compliance.
- Investigate, troubleshoot, and resolve software issues while maintaining clear communication with customers throughout the support process.
- Reproduce reported issues and document findings clearly for escalation when required.
- Escalate complex issues to Product and Development teams with complete documentation, reproduction steps, supporting evidence, and business impact details.
- Assist customers with software configuration, troubleshooting, and best practices.
- Maintain accurate and up-to-date records for all assigned support cases.
- Achieve and maintain a Customer Satisfaction (CSAT) score of 90% or higher.
- Contribute to customer-facing documentation, knowledge base articles, and support resources.
Quality Assurance
- Execute functional, regression, integration, and user acceptance testing for software releases, enhancements, and defect fixes.
- Participate in release validation activities and complete testing and sign-off responsibilities for assigned releases.
- Develop, maintain, and execute test plans and test cases.
- Identify, document, track, and verify software defects to ensure efficient resolution.
- Validate defect fixes prior to release and confirm expected outcomes.
- Collaborate with Product and Development teams to improve software quality, testing practices, and release readiness.
Continuous Improvement
- Act as a voice of the customer by identifying recurring issues, trends, and opportunities for product enhancement.
- Contribute to ongoing improvements in support processes, testing procedures, and product quality.
- Create and maintain support, QA, and process documentation, including a minimum of one knowledge base article, test plan, or process improvement document per quarter.
- Recommend practical product, process, or customer experience improvements that enhance service delivery and customer satisfaction.
- Share product knowledge and best practices with team members and contribute to a collaborative team environment.
Required Qualifications
- Minimum 5 years of experience in technical support, software support, quality assurance, or a related role.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience testing on-premises, web-based, enterprise, or SaaS software applications.
- Ability to document software defects and technical issues clearly and accurately.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and work independently.
- Experience working with ticketing systems and issue-tracking tools.
Preferred Qualifications
- Experience working with SQL databases and database troubleshooting.
- Familiarity with APIs, integrations, and software configuration.
- Experience using Jira, Azure DevOps, or similar issue-tracking platforms.
- Understanding of software development lifecycles and Agile methodologies.
- Experience collaborating directly with software development teams.
Business Unit:
Minisoft
Scheduled Weekly Hours:
40
Number of Openings Available:
1
Worker Type:
Regular
More About Jonas Software:
Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.
Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.
Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.
