Product Support Technician

Jonas Club Software•Markham, ON

59d•$55,000 - $60,000

About The Position

As a Product Support Technician , you will act as a trusted advisor, helping our clients navigate challenges and ensuring their teams are equipped to deliver exceptional service to their members. In this high impact role, you will join a fast-paced, high-growth organization where your work will be integral to the success and satisfaction of our clients. Your contributions will help maintain the reputation of our products and drive continued client success. This position offers excellent opportunities for career development and growth.

Requirements

Experience with accounting-based applications, preferably in the Private or Public Golf Club Industries, Hotel, or other related Hospitality Industries.
Experience supporting ERP systems is highly preferred.
2+ years of experience in technical support or application support, ideally in a software or technology environment.
Strong knowledge of software applications and the ability to troubleshoot and resolve both technical and functional issues.
Experience with support tools, ticketing systems, and customer service platforms.
Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users in a clear, professional manner.
Strong problem-solving abilities, with the capacity to quickly understand and resolve application-related issues.
Exceptional attention to detail and organizational skills to manage multiple support cases effectively.
A proactive, self-starter attitude with the ability to work both independently and collaboratively.
Strong time management skills, with the ability to prioritize tasks in a fast-paced environment.
Flexibility to work shifts from 8 AM EST to 8 PM EST, including holidays, as required.

Nice To Haves

Proficiency with databases, software configurations, and system integrations is a plus.
Experience with user training, creating user guides, or maintaining support documentation is a plus.
Background or interest in the hospitality or country club environment is advantageous.

Responsibilities

Be the Expert: Troubleshoot and resolve client issues effectively, ensuring seamless operations for our clients.
Client Liaison: Serve as the primary point of contact for clients, providing expert advice, solutions, and regular updates.
Build Relationships: Cultivate long-term relationships with clients by understanding their needs and offering tailored solutions to meet those needs.
Collaboration: Work closely with cross-functional teams to expedite issue resolution and maintain high levels of client satisfaction.
Elevate the Brand: Promote the company’s professional and service-oriented image through every client interaction, ensuring a positive experience.
Client-Facing Content: Regularly update and maintain client support materials to ensure all information is accurate, relevant, and easy to understand.
Adaptability: Manage varying work shifts, including weekends and holidays, as part of the on-call rotation, ensuring continuous support for clients.
Continuous Learning: Stay informed about industry trends, product updates, and new features, and apply that knowledge to better support clients.