Customer Support & Professional Services Specialist (2nd & 3rd Line)

Jonas Software

86d • $65,000 - $85,000

About The Position

Newline is an established, successful market leader, specializing in IT solutions for auctions throughout the UK, Ireland, NZ and Canada. Newline know our customers by first name and build up a great rapport with them. Customer service and satisfaction is vitally important maintaining our good name and reputation within the industry. Newline offer an all-in-one IT solution and provide our own sector leading bespoke software, networking, and hardware to our clients. As a Customer Support & Professional Services Specialist, you will play a key role in ensuring our clients receive the highest level of support. You will engage with customers through 2nd & 3rd line support calls, logging tickets in our CRM, and working to resolve queries or escalate to the appropriate team members when needed. You will be fully trained to support Newline’s online auction platform, auctionmarts.com, and NAS (Newline Auction Software) our back-office product, helping customers with advice, training, and problem-solving during both live and timed auctions.

Requirements

• Exceptional customer service: A compassionate, calm, and solution-oriented approach to supporting clients
• Team collaboration: A strong team player who values open communication, teamwork, and shared success
• Calm under pressure: A composed presence during live auctions, ensuring smooth, seamless operations for clients
• Adaptability: Comfortable working with both internal teams and external customers to resolve issues quickly and efficiently

Nice To Haves

• Encourage the use of AI tools in professional and customer services: Automating repetitive tasks and optimisation of workflow
• Reduce risk and increase reliability
• Increase productivity and competitiveness

Responsibilities

• Provide first-class support to customers, ensuring a smooth experience with our software
• Assist in training clients and helping them put together their sales, ensuring they feel confident using our system
• Support our Canadian and American clients in managing their onsite auctions, as well as assist UK & Irish clients during evening sales
• Collaborate with a team of professionals to provide excellent service and help grow our client base
• Occasionally travel across Canada and the US, providing hands-on training and support as our clients go live with our software

Benefits

• Competitive compensation and benefits package
• Opportunities for career growth within our expansive portfolio
• Join a collaborative environment that champions diversity, equity, and inclusion
• Internal Learning & Development programmes
• Internal Mentor programme
• Jonas Europe & Jonas Global networking events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees