Customer Support

THE COMPANY

Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels in North America, the Caribbean, Europe, and Asia.

THE POSITION

You will work with new and existing clients and our internal software development teams by handling, resolving, and documenting reported customer problems and supporting new onboarding clients worldwide.

JOB RESPONSIBILITIES

• Use listening and problem-solving skills to support customer service requests by handling, reproducing, diagnose, resolving and documenting reported customer technical problems received by email, chat, or phone
• Support customer first-line fix issues and escalate when required
• Raise bug issues and seek to clarify requirements
• Resolution of tickets/issues within capability level
• Ensure customer complaints are escalated
• Provision of essential training/coaching to customers over the phone/teams/email
• Support onboarding of new customers and testing of new builds
• Keep customers informed of progression with issues and provide follow-up as necessary
• Collaborate with other departments as necessary to expedite resolutions
• Diagnosing, reporting, tracking, and resolving quality assurance issues from software releases
• Testing software applications on web-based, desktop, and mobile devices - using different test scenarios
• Feedback and input into the development of a help guide for customers
• Support other projects when required
• Supply KPI data when required
• Create and maintain relevant team files and documents
• Raise change request forms for customer software changes/enhancements

JOB QUALIFICATIONS

• Analytical mind and problem-solving aptitude
• Ability to troubleshoot errors
• Excellent communication skills using email, phone, and chat.
• Attention to detail
• Strong organizational skills
• Comfortable with Office 365
• Experience with Software Programs - Asana, Bugzilla, FreeScout, and Teams is a plus
• Courteous and professional phone manner,  and positive attitude are essential
• Good team player, yet willing to take personal responsibility for resolution of issues
• Knowledge of web-based software (SaaS) is a plus
• 3 – 5 years of customer service

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.