Technical Support 1

Jonas Software

2d•Onsite

About The Position

We are seeking a highly motivated, Technical Support Representative to assist accounts using our Point-of-Sale system for Liquor Stores. The position is ideal for friendly, customer-focused, self-motivated, patient, dependable individuals, who are looking to use the opportunity to grow within a great organization. Our highly reputable company offers career growth opportunities, a complete benefits package including 401k, a friendly team, and a great business casual working environment. Candidates with drive and perseverance will open the door for other opportunities within the organization.

Requirements

Foundational knowledge of PC/Mac hardware and Windows environments.
Basic networking concepts (connectivity, local IP configuration) and the functional skills to perform technical tasks at a high level of accomplishment.
Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers, looks beyond the obvious, and can identify hidden problems through honest analysis.
Proven ability to multi-task and handle frequent interruptions while effectively "picking up where things left off."
Exceptional verbal and written communication skills, including the ability to translate complex technical concepts into clear instructions for non-technical users.
Maintains a calm, steady, and professional approach during high-priority issues or "tough times." Serves as a settling influence in a crisis and does not become defensive or frustrated when challenged.
Dedicated to meeting the expectations of internal and external customers. Establishes trust and uses customer feedback to drive service improvements.
A "relentless and versatile learner" who quickly grasps the essence of new problems, enjoys the challenge of unfamiliar tasks, and seeks to advance through skill acquisition.
Highly accurate, reliable, and well-organized. Effectively manages a personal case queue by concentrating efforts on critical priorities and eliminating roadblocks.
Patient, courteous, and tactful. Practices active listening, understands data before making judgments, and is sensitive to proper pacing and due process.
Ability to generate unique ideas and make connections between unrelated notions to add value during brainstorming and problem-solving.
High School diploma or equivalent (Associate’s degree or higher preferred).
Previous help desk or customer-facing technical support experience is considered a significant plus.

Nice To Haves

Experience or interest in troubleshooting website functionality; focus on ecommerce platform support.
Familiarity with CRM software and an interest in utilizing emerging AI tools to improve workflow efficiency.

Responsibilities

Serve as the first point of contact for technical inquiries via phone and email, managing the end-to-end lifecycle of support tickets to ensure timely resolution.
Diagnose and resolve hardware connectivity issues involving printers, barcode scanners, and integrated payment terminals.
Utilize modern AI productivity tools to interpret complex technical logs, assist in generating custom report queries, and streamline solution discovery.
Lead remote training sessions to guide customers through core software functions, inventory management, and e-commerce platform fundamentals.
Collect and relay customer feedback to the R&D and development teams to help improve our products and services.
Maintain detailed records of customer interactions in the CRM and contribute to the knowledge base by drafting clear "How-To" guides.
Accurately document troubleshooting steps and identify when to escalate complex issues to senior technical teams after initial diagnostic efforts.