Technical Support 1

About the Role

We are seeking a highly motivated Technical Support Representative to assist accounts using our Point-of-Sale system for Liquor Stores. This hybrid position is ideal for friendly, customer-focused, self-motivated, patient, and dependable individuals looking to grow within a great organization. Candidates with drive and perseverance will open the door for other opportunities within the company.

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.

Requirements

• 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.

Skills

• Technical Literacy & Expertise: Foundational knowledge of PC/Mac hardware and Windows environments, including basic networking concepts (connectivity, local IP configuration) and the functional skills to perform technical tasks at a high level of accomplishment.
• Analytical Problem-Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, looks beyond the obvious, and identifies hidden problems through honest analysis.
• Operational Agility & Multi-tasking: Proven ability to multi-task and handle frequent interruptions while effectively picking up where things left off.
• Professional Communication: Exceptional verbal and written communication skills, including the ability to translate complex technical concepts into clear instructions for non-technical users.
• Composure Under Pressure: Maintains a calm, steady, and professional approach during high-priority issues or tough times, serving as a settling influence in a crisis.
• Customer Centricity: Dedicated to meeting the expectations of internal and external customers, establishes trust, and uses customer feedback to drive service improvements.
• Growth Mindset & Learning: 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.
• Organization & Time Management: Highly accurate, reliable, and well-organized, effectively manages a personal case queue by concentrating efforts on critical priorities.
• Interpersonal Skills: Patient, courteous, and tactful, practices active listening, understands data before making judgments, and is sensitive to proper pacing and due process.
• Innovation & Creativity: Ability to generate unique ideas and make connections between unrelated notions to add value during brainstorming and problem-solving.

Preferred Experience

• Web & E-commerce Troubleshooting: Experience or interest in troubleshooting website functionality, with a focus on ecommerce platform support.
• CRM & Tools: Familiarity with CRM software and an interest in utilizing emerging AI tools to improve workflow efficiency.

Benefits

• Complete benefits package including 401k.
• Career growth opportunities.
• Friendly team and great business casual working environment.

Schedule

Scheduled weekly hours: 40

About the Company

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving, and legal services. We are comprised of over 65 distinct brands, each a respected leader in its domain. Our vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of "Software for Life." We support over 60,000 customers in more than 30 countries and employ over 6,000 skilled professionals. Jonas Software is a 100% owned subsidiary of Constellation Software Inc., publicly listed on the TSX (CSU.TO) and a member of the S&P/TSX 60 Index.