Tier 1 Technical Support Specialist

Job Description: 

THE COMPANY
Jonas Chorum is a leading cloud services technology company delivering hotel property technology and guest management solutions since 1990.  Having installed over 5,800 hotels and resorts throughout North America, we are one of the largest providers of fully integrated guest management systems.  Our team at Jonas Chorum focuses on “total system solutions” for management companies and hotel chains by providing central reservation, marketing, revenue, and guest system integration.

Jonas Chorum’s success lies in one of several Guiding Principles, which adopts a belief in actively listening to our team of hotel and technology professionals, who then provide in kind the same loyalty to our customers.  This philosophy sets Jonas Chorum apart from the competition and has sparked over 20 years of satisfied customers, innovative technology, and exceptional service and support.

POSITION
Action oriented individual that will assist current customers and fellow employees in the installation, and support of Jonas Chorum software and hardware products.   Proactively provides phone support for the diagnosing and resolving of computer software and hardware customer issues. Customer focused technician will respond to customer service requests, inquiries and complaints working diligently to problem solve and resolve to meet or exceed customer expectations.  The position requires good listening skills and above average written communication skills.

JOB RESPONSIBILITIES:

•    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

JOB QUALIFICATIONS:

•    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

Business Unit: 

Scheduled Weekly Hours:

Number of Openings Available: 

Worker Type: 

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.