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Technical Support Analyst
2 months ago
About the Role
We are seeking an experienced Technical Support Analyst to join our Club Software Support Team. This role is an entry-level position with limited and specific duties to start, and over time, will contribute to the team across all areas.
Key Responsibilities
- Troubleshoot common issues, including activations, installs, printing issues, and some common errors.
- Troubleshoot client technical issues, including networking and hardware issues, permissions, and other technical problems.
- Serve as a Tier 2 escalation point between clients and Jonas Software.
- Run SQL scripts to correct various issues, create SQL queries, and review system logs.
- Trace software to determine root causes of issues.
- Keep clients informed of progress and provide follow-up as necessary.
- Collaborate with other departments or offices to expedite resolutions.
- Promote and maintain a high-quality, professional, service-oriented company image among clients.
- Assist with testing of club products.
- Assist in after-hours rotation (once knowledge level is achieved).
Requirements
- 2+ years of experience in a technical role, preferably in technical support, involving close communication with customers and internal support teams.
- Experience in accounting-based applications, preferably in the Private or Public Golf Club Industries, Hotel, or other related Hospitality Industries.
- Knowledge and experience with SQL, advanced Excel, and database structure.
- Knowledge of Providex is an asset.
- Experience with networking and troubleshooting, including Citrix, Terminal Services, and Virtual Servers.
- Proven ability to meet deadlines and work in a fast-paced environment.
- Experience working with the Microsoft Office suite, including Microsoft Word and Microsoft Excel.
- Experience working with various operating systems, including Windows 10, Windows 11, and Windows Server Operating Systems.
- Strong communication and soft skills are a must.
- Proven ability to problem-solve and teach others.
- Excellent organizational and time management skills.
About Jonas Software
Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage, and Attractions & Leisure, Fitness & Sports industries.
We are a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
We employ over 2,000 skilled individuals, consisting of a cross-section of industry experts and technology professionals, and operate offices throughout North America, the United Kingdom, Europe, Australia, New Zealand, and Africa.
