UK Support Operations Specialist

6 days ago


Halifax, Nova Scotia, Canada Jonas Software UK Full time
Job Description

The role of a UK Support Operations Specialist at Jonas Software involves establishing and maintaining productive relationships with customers seeking support. This requires effective communication, problem-solving, and troubleshooting skills to deliver timely guidance and solutions.

Key Responsibilities
  • Foster strong customer relationships through proactive communication and issue resolution.
  • Serve as the primary point of contact for customer support inquiries, ensuring seamless coordination and knowledge sharing.
  • Review and resolve incoming support tickets efficiently, staying up-to-date on product behavior and reporting any encountered issues.
  • Maintain optimal response times, adhering to Service Level Agreements, and ensuring timely closure of open tickets.
  • Empower customers by providing instruction and relevant self-help documentation to promote self-sufficiency.
  • Collaborate with internal and external stakeholders to plan and manage technical resources necessary for ticket resolution.
  • Conduct usability testing to guarantee the effectiveness of provided solutions.
  • Participate in rotating schedules for after-hours and weekend support coverage.
Requirements
  • Demonstrated expertise in written and verbal communication.
  • Able to work independently with minimal supervision and adapt quickly to new information.
  • Strong troubleshooting and problem-solving skills.
  • Effective task management, including follow-up and completion of multiple concurrent tasks.
  • Proficiency in using JIRA, Tempo, SQL, basic HTML/Javascript/Jquery, whitelisting, SMTP (authSMTP), server logging, and hotel property management systems are considered assets.
Working Environment

This position is based in the UK and offers a competitive salary of £45,000 - £60,000 per annum, depending on experience. As a valued member of our team, you will have access to a range of benefits and opportunities for growth and development.



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