Software Support Specialist

Join our team as an Integration Support Analyst to provide excellent service with a strong customer focus and a background in web-based products and services. This role involves collaborating with different departments to ensure a positive and professional user experience for clients using our software products and other offerings.

• Customer Support & Issue Resolution: Assist clients with inquiries and technical issues via email, ticketing systems, phone, and live chat. Troubleshoot software-related issues and provide solutions.
• Product Knowledge & Guidance: Provide product knowledge to existing clients, suggest upgrades, and ensure clients understand how to use our software effectively. Listen and serve as primary Support liaison between Clients and Jonas Web Products.
• Documentation & Tracking: Document, track, and monitor client issues within ticketing systems to ensure timely resolutions.
• Service-Related Support: Assist with service-related inquiries, membership upgrades, booking requests, and other client needs, ensuring smooth and efficient service delivery.
• Time Management & Prioritization: Manage multiple requests, prioritize tasks based on urgency, and meet Service Level Agreements (SLAs) for a seamless customer experience.
• Team Communication & Collaboration: Work closely with cross-functional teams to share insights and updates on member or client needs, ensuring all teams are aligned on service delivery.

• Communication Skills: Excellent verbal and written communication in English, with the ability to convey technical information clearly and professionally to clients and colleagues.
• Customer Service Experience: Prior experience in customer service or helpdesk support, with a passion for problem-solving and assisting others.
• Technical Proficiency: Experience with website and CRM applications; knowledge of HTML and strong working knowledge of Microsoft Office. Experience with HTML and Content Management Systems (CMS) an asset, Previous experience in Mobile Application Support is essential.
• Organizational Skills: Strong multitasking and organizational abilities, with attention to detail and the ability to manage and track multiple issues or requests.
• Calm Under Pressure: Ability to stay composed and effectively troubleshoot technical issues while handling multiple client requests.
• Team-Oriented: Ability to work effectively in a collaborative team environment, contributing positively to team goals.
• Adaptability & Resilience: Willingness to learn and adapt to new tools and processes while maintaining a professional and positive attitude in a dynamic environment.
• Accountability: Track and resolve customer issues, ensuring a timely and thorough follow-up. Maintain confidentiality and professionalism when dealing with clients.
• Windows Infrastructure: Experience with Windows Servers and Windows Services.
• Security & Networking: Configuration of Firewalls, IP address management, and port accessibility.
• Authentication & Encryption: Implementation of Single Sign-On (SSO) and Transport Layer Security (TLS).
• Email Deliverability & Compliance: Ensuring proper email configuration, including DKIM, DMARC, and SPF records.
• Data Synchronization & Consistency: Resolving discrepancies between online data and back-office systems.
• Database Connectivity: Troubleshooting SQL connection errors and ensuring database integrity.
• Regulatory Compliance: Adhering to PCI (Payment Card Industry) standards for security.
• Web Services & Hosting: Managing IIS (Internet Information Services) configurations and deployments.
• Network Infrastructure: Addressing connectivity issues and optimizing network performance.

• Market-leading Salary: Competitive compensation package.
• Medical Coverage – Self & Dependents: Comprehensive health insurance for employees and their dependents.
• Parents Medical Coverage: Health insurance for parents of employees.
• Provident Fund: Retirement savings plan.
• Employee Performance-based bonuses: Bonuses tied to employee performance.
• Home Internet Subsidy: Assistance with home internet costs.
• Conveyance Allowance: Reimbursement for transportation expenses.
• Profit Sharing Plan [Tenured Employees Only]: Share in company profits for long-term employees.
• Life Benefit: Life insurance coverage.
• Child Care Facility: On-site childcare services.
• Company Provided Lunch/Dinner: Meals provided by the company.
• Professional Development Budget: Funding for employee training and development.
• Recreational area for in-house games: Break room with games and activities.
• Sporadic On-shore training opportunities: Occasional training sessions onshore.
• Friendly work environment: Positive and supportive work atmosphere.
• Leave Encashment: Paid time off for employees.

We are committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company.