Offer summary

Qualifications:

2+ years in a customer-facing software support role, preferably in a SaaS environment., Strong troubleshooting and analytical skills., Familiarity with support ticketing systems (e.g., Zendesk, HubSpot, Freshdesk)., Excellent written and verbal communication skills..

Key responsibilities:

Investigate and resolve Tier 2 support tickets escalated from the Tier 1 team.

Collaborate with the Customer Support and Product teams to resolve software issues.

Create and maintain knowledge base articles for both internal and external users.

Participate in product testing and feedback loops related to customer pain points.

Job description

Job Description:

Brief Summary of the job:

The Software Support Specialist is responsible for handling Tier 2 customer support requests, serving as a bridge between Tier 1 support and technical escalation paths. This role focuses on troubleshooting software-related issues, identifying recurring problems, improving support documentation, and ensuring a smooth resolution process for our clients.

Responsibilities:

Investigate and resolve Tier 2 support tickets escalated from the Tier 1 team.
Collaborate with the Customer Support and Product teams to resolve software issues.
Identify trends in support tickets and recommend documentation or product improvements.
Create and maintain knowledge base articles for both internal and external users.
Provide coaching or shadowing support to Tier 1 reps when needed.
Serve as a subject matter expert on specific software workflows and user issues.
Participate in product testing and feedback loops related to customer pain points.

Qualifications:

2+ years in a customer-facing software support role, preferably in a SaaS environment.
Strong troubleshooting and analytical skills.
Familiarity with support ticketing systems (e.g., Zendesk, HubSpot, Freshdesk).
Excellent written and verbal communication.
Comfortable working cross-functionally with non-technical and technical teams.
Ability to manage multiple priorities in a fast-paced environment.

#LI-PP1

Business Unit:

Tracx

Scheduled Weekly Hours:

Number of Openings Available:

Worker Type:

Regular

More 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.

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