Technical Support Analyst

Job Description:
What is the opportunity?

What will you do?
- Analyze data and user process to find deficiencies in process, reports or software functionality
- Have the ability to keep composure under stressful situations
- Harness time management skills to effectively and efficiently resolve multiple client issues
- Be driven by results to achieve team goals, establishing integrity and trust with the team and clients while remaining customer focused
- Serve as primary support liaison between clients and Jonas
- Keep clients informed of progression with issues and provide follow up as necessary
- Collaborate with other departments or offices as necessary to expedite resolutions
- Promote and maintain a high quality, professional, service-oriented company image among clients
- Report to the Technical Support Manager for daily direction and other tasks and the Director of Support for administration

What do you need to succeed?

Must-have
- Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry
- Must be able to troubleshoot, multi-task in a fast-paced environment and set priorities within time constraints
- Excellent organizational, time management, punctuality and customer service skills
- Courteous and professional phone manner, demeanor and attitude are essential
- Good team player, yet willing to take personal responsibility for resolution of issues
- Proven ability to meet deadlines
- Proven ability to problem solve and teach others
- Excellent command of the English language (spoken and written)

Nice-to-have

What makes this a great place to work?

There are many things, but here are the highlights:

- Competitive compensation
- Extensive in-class/online and hands on training
- Comprehensive benefits package
- Excellent learning and development opportunities
- Rewarding career development and merit based growth plan with access to a variety of job opportunities across the business
- Energetic and simulating work environment with annual employee awards and regular department and company events and outings

The Jonas workplace is dynamic, empowering and comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. Due to recent growth we are seeking an ambitious person who will learn both our business as well as our clients’ businesses by starting out as a Customer Support Analyst for our Software Support Team in the Construction Division.

**Job Description**:
Technical Solutions Analyst - Web

Jonas Software - Construction Division

The Jonas workplace is dynamic, empowering and comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. Due to recent growth we are seeking an ambitious person who will learn both our business as well as our clients’ businesses by starting out as a Customer Support Analyst for our Software Support Team in the Construction Division. For the right person, this will be the jumping off point for a promising career.

The position is ideal for those who are self-motivated, patient, dependable individuals who like to help others solve their problems. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

JOB RESPONSIBILITIES:
Report to the Team Lead for daily direction and the Director of Support for administration:

- Use listening skills to investigate accounting and operational questions to provide solutions that would fit our clients business needs
- Have the ability to keep composure under stressful situations
- Harness time management skills to effectively and efficiently resolve multiple client issues
- Be driven by results to achieve team goals, establishing integrity and trust with the team and clients while remaining customer focused
- Serve as primary support liaison between clients and Jonas
- Run SQL scripts to correct various issues, run and create SQL queries, review system logs to determine root causes of issues
- Keep clients informed of progression with issues and provide follow up as necessary
- Collaborate with other departments or offices as necessary to expedite resolutions
- Promote and maintain a high quality, professional, service-oriented company image among clients
- Analyze job cost data and variance to find deficiencies in business process, reports and software functionality
- Assist with testing of the construction produc

JOB QUALIFICATIONS:

- Customer service experience in the software industry preferred
- Strong knowledge of SQL (SSMS) including installation, configuration, quesries
- strong technical troubleshooting skills (desktop, Printer, scanners)
- Must be able to multi-task in a fast-paced environment and set priorities within time constraints
- Excellent organizational, time management, punctuality and customer service skills
- Courteous and professional phone manner, demeanor and attitude are essential
- Good team player, yet willing to take pers