Customer Support Specialist

4 weeks ago

Halifax, Nova Scotia, Canada Jonas Software UK Full time

Job Summary

We are seeking a highly skilled and customer-focused Support Specialist to join our team at Jonas Software UK. As a key member of our support team, you will be responsible for providing exceptional service to our customers, resolving technical issues, and ensuring timely communication and problem-solving.

Key Responsibilities

  • Establish and maintain productive relationships with customers, providing timely and effective support to resolve technical issues.
  • Review and resolve incoming support tickets, maintaining current knowledge of product behavior and reporting any roadblocks.
  • Ensure response times meet defined Service Level Agreements and close open tickets in a timely manner.
  • Assist customers in becoming self-sufficient by providing instruction and supplying self-help documentation.
  • Plan and manage technical resources to resolve support tickets, communicating necessary information between parties.
  • Perform usability and functionality testing to ensure solutions are effective.
  • Participate in rotating after-hours and weekend support coverage.

Requirements

  • Effective written and verbal communication skills.
  • Self-starter with ability to work under minimal supervision and learn on the fly.
  • Troubleshooting and problem-solving skills.
  • Ability to manage multiple concurrent tasks.
  • Experience with JIRA, Tempo, SQL, and other technical tools is an asset.

About Jonas Software

Jonas Software is a leading provider of enterprise management software solutions to various industries. We are committed to delivering 'Software for Life' and being a trusted technology partner to our customers. Join our team and be part of a dynamic and innovative organization that values customer service and technical excellence.

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