Tier 2: Support Specialist

Job Description:

Brief Summary of the job:

Responsibilities:

• Respond to end-user requests for technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve basic computer, application, system, device, access, or performance issues.
• Document, track, and resolve reported problems using established processes and procedures to meet operational service levels and standards.
• Utilize product information or solution databases to research, troubleshoot, and deliver solutions.
• Advise users on methods, steps, and actions to resolve and avoid future issues, providing documentation as needed.
• Escalate problems to appropriate levels or teams to achieve issue resolution.
• Support installs or upgrades of software or devices, set up user profiles, or reset passwords.
• Fulfill all service level standards for response time and quality.
  
  

Qualifications:

• Education: Minimum High School Degree, Preferred: Associate’s degree in information technology, computer Science, or a related field
• Experience: 2-4 years of experience in technical support or a related role.
• Knowledge: Proficiency in troubleshooting hardware and software issues; familiarity with standard operating procedures and service excellence principles.
  
  

Business Unit:

Tracx

Scheduled Weekly Hours:

40

Number of Openings Available:

1

Worker Type:

Regular

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.