Product Support Technician

Jonas Club Software • Markham, ON

6d • $55,000 - $60,000 • Onsite

About The Position

We are looking for a high-energy, service-driven Product Support Technician to join our Client Support team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels. This is a full-time, support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing product training, adapting to new systems, and providing exceptional support with speed and empathy.

Requirements

• 2-3+ years in technical support, customer service, or helpdesk environments
• Bachelor’s degree in computer science or a related discipline
• Familiarity with ticketing systems and support platforms
• Knowledge of basic accounting concepts

Nice To Haves

• Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset
• Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset
• Experience with Microsoft Office, CRM systems, and basic HTML is an asset
• Understanding of VMware or Hyper-V is a plus is an asset
• Exposure to PowerShell scripting is an asset
• Experience in software support, hospitality, club operations, or similar industries is highly desirable

Responsibilities

• Respond to clients via phone, email, chat, and ticketing platforms.
• Diagnose and resolve technical issues with professionalism and speed.
• Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.
• Work with internal teams (Development, QA, Product) to escalate and resolve complex issues.
• Liaise with club-facing roles to support broader club operations.
• Track and document all support activity using internal systems.
• Maintain detailed records and knowledge base updates.
• Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience.
• Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.

Benefits

• Internal growth is a strong focus within our business.
• Internal growth is a strong focus within our business.
• We love to promote from within, and offer multiple professional development initiatives for our employees.
• Customer Service Excellence Celebration Weeks
• Departmental Outings
• Company Holiday Parties
• Private On-Site Staff Fitness Facility
• Beach Volleyball Courts
• Staff Fitness Challenges

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees