Technical Support Specialist

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🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

Jonas Software is a prominent acquirer of vertical market software companies, with a rich history of over 20 years. The company focuses on mission-critical software solutions across various industries, aiming to provide business tools and a network for growth. Jonas Software operates under a decentralized structure, allowing acquired companies to maintain their autonomy while tapping into Jonas's extensive experience and best practices. They adhere to a 'buy & hold forever' strategy, ensuring long-term stability and a permanent home for acquired businesses. With more than 130 successful acquisitions under its belt and being part of Constellation Software, Jonas Software emphasizes preserving the legacy and culture of the companies it acquires, fostering a culture of sharing and leveraging expertise in vertical market software.

📋 Description

• Answer and troubleshoot calls from all customer queues • Creates trouble tickets and documents resolution steps in the support ticket • Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner • Assist with installing and configuring various software interfaces with property staff and/or assist their vendors as needed • Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects • Have a working knowledge of all Jonas Chorum products and voluntarily seek additional training and information on unfamiliar subjects • Act as liaison between Jonas Chorum and property staff • Maintain willingness and ability to work any and all shifts as posted on the schedule. • Promote Jonas Chorum software and its products and employees to co-workers and the general public • Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software • Determines if trouble ticket is billable or non-billable based on company policies and procedures • Seek assistance from Tier 2 and Tier 3 technicians through instant messaging and email services • Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for Jonas Chorum customers • In addition to issues received directly from customer via the phone queues, technicians will receive assignments from supervisor on duty • Other tasks as assigned by Jonas Chorum management

🎯 Requirements

• High school diploma or college degree preferred in computer science or other relevant field • 1 - 2 years of call center experience, within a technical or problem resolution role • Ability to accurately document customer calls • Thorough knowledge of Microsoft operating systems • Basic knowledge of SQL and networking • Ability to work in a team environment or as an individual in high stress, high volume situations • Basic accounting knowledge would be a plus • Hotel experience is an asset

🏖️ Benefits

• Health insurance • 401(k) • Paid time off • Flexible work environment • Professional development opportunities