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Support Specialist Level 1

Company: Jonas Software
Location: Henderson
Posted on: November 23, 2022

Job Description:

Job Description:Customer Support Analyst Level 1Springer-Miller SystemsThe Product Specialist is responsible for providing 1st level support to customers ensuring that their issues are resolved quickly and completely in an upbeat and professional manner. The Product Specialist is responsible for professionally responding to technical support requests and to assist with other technical work including installations and upgrades. This position requires willingness to work varied shifts including overnights and weekends. The incumbent may also be called upon to work on special projects or take on additional tasks from time to time.JOB RESPONSIBILITIES:

  • Provide 1st level telephone support, analyze reported issues and provide accurate problem solving for their issues.
  • Provide customer support via approved communication methods for issues reported to the Client Services Support Centers.
  • Provide weekday, overnight and weekend pager support coverage as required
  • Maintain CRM with complete and accurate documentation for all issues and correspondence relating to a reported customer request.
  • Uses logic and methods as necessary to solve difficult problems and provide accurate solutions.
  • Maintain confidentiality in all matters related to personnel, company operations and financial matters, both for customers and for Springer-Miller Systems.
  • Serve as an expert resource to other departments as required while continuously aiming to improve.
  • Submit and follow-up on case escalations as required with a drive for results.
  • Assist in remote upgrades for existing sites. This involves close interaction and organization with IT management and administration along with all levels of hotel personnel.
  • Complete assigned cases and projects in a timely manner using well developed time management skills.
  • Other duties as assigned.JOB QUALIFICATIONS:
    • High school diploma required, college degree in computer science or other relevant field desired
    • Working knowledge of computer software, hardware, operating systems, network communications, and MS Office Suite
    • Working knowledge of network technologies, Windows server, IIS/Web Technologies, Databases, and SQL
    • Experience working in call centers
    • Strong customer focused orientation
    • Excellent planning, organizing, and time management skills with high attention to detail in a demanding, deadline-driven environment
    • Drive, passion, and initiative, with ability to learn on the fly and adapt quickly to rapidly-evolving products, technology, and situations are a must
    • Ability to use logic and methods to solve difficult problems with effective solutionsBusiness Unit:SMS Software USAScheduled Weekly Hours:40Number of Openings Available:1Worker Type:RegularMore About Jonas Software:Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Keywords: Jonas Software, Henderson , Support Specialist Level 1, Other , Henderson, Nevada

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