Technical Support 1

Job Description: 

Technical Support 1

Innovative Computer Solutions Inc - Jonas Software

Position Summary

We are seeking a highly motivated, Technical Support Representative to assist accounts using our Point-of-Sale system for Liquor Stores.
The position is ideal for friendly, customer-focused, self-motivated, patient, dependable individuals, who are looking to use the opportunity to grow within a great organization.  Our highly reputable company offers career growth opportunities, a complete benefits package including 401k, a friendly team, and a great business casual working environment.  Candidates with drive and perseverance will open the door for other opportunities within the organization.

Key Responsibilities

• Incident Management & Triage: Serve as the first point of contact for technical inquiries via phone and email, managing the end-to-end lifecycle of support tickets to ensure timely resolution.

• Peripheral & System Troubleshooting: Diagnose and resolve hardware connectivity issues involving printers, barcode scanners, and integrated payment terminals.

• AI-Enhanced Problem Solving: Utilize modern AI productivity tools to interpret complex technical logs, assist in generating custom report queries, and streamline solution discovery.

• Merchant Education: Lead remote training sessions to guide customers through core software functions, inventory management, and e-commerce platform fundamentals.

• Feedback Loop: Collect and relay customer feedback to the R&D and development teams to help improve our products and services.

• Documentation: Maintain detailed records of customer interactions in the CRM and contribute to the knowledge base by drafting clear "How-To" guides.

• Strategic Escalation: Accurately document troubleshooting steps and identify when to escalate complex issues to senior technical teams after initial diagnostic efforts.

Required Skills & Qualifications

• Technical Literacy & Expertise: Foundational knowledge of PC/Mac hardware and Windows environments. Includes basic networking concepts (connectivity, local IP configuration) and the functional skills to perform technical tasks at a high level of accomplishment.

• Analytical Problem-Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers, looks beyond the obvious, and can identify hidden problems through honest analysis.

• Operational Agility & Multi-tasking: Proven ability to multi-task and handle frequent interruptions while effectively "picking up where things left off."

• Professional Communication: Exceptional verbal and written communication skills, including the ability to translate complex technical concepts into clear instructions for non-technical users.

• Composure Under Pressure: Maintains a calm, steady, and professional approach during high-priority issues or "tough times." Serves as a settling influence in a crisis and does not become defensive or frustrated when challenged.

• Customer Centricity: Dedicated to meeting the expectations of internal and external customers. Establishes trust and uses customer feedback to drive service improvements.

• Growth Mindset & Learning: A "relentless and versatile learner" who quickly grasps the essence of new problems, enjoys the challenge of unfamiliar tasks, and seeks to advance through skill acquisition.

• Organization & Time Management: Highly accurate, reliable, and well-organized. Effectively manages a personal case queue by concentrating efforts on critical priorities and eliminating roadblocks.

• Interpersonal Skills: Patient, courteous, and tactful. Practices active listening, understands data before making judgments, and is sensitive to proper pacing and due process.

• Innovation & Creativity: Ability to generate unique ideas and make connections between unrelated notions to add value during brainstorming and problem-solving.

• Education & Experience: High School diploma or equivalent (Associate’s degree or higher preferred). Previous help desk or customer-facing technical support experience is considered a significant plus.

Preferred Experience

• Web & E-commerce Troubleshooting: Experience or interest in troubleshooting website functionality; focus on ecommerce platform support.

• CRM & Tools: Familiarity with CRM software and an interest in utilizing emerging AI tools to improve workflow efficiency.

#LI-VL1

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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.