Job Description: Support Specialist Imagine Everything is seeking a Support Specialist who will work directly with our team and school district partners. This dynamic role combines aspects of Tier 1 support, community management, and account management, with the goal of providing an exceptional all-around experience for our education partners. As the bridge between our product, sales, and support teams, you’ll play a key role in advocating for our users and helping us deliver the highest level of service. Key Responsibilities ? Becoming a subject matter expert on all Imagine Everything solutions and active projects. ? Maintaining our SLA (Service Level Agreement) by ensuring same-business-day responses to all tickets and working to resolve Tier 1 support requests within 24 hours. ? The efficient documentation of all support requests, triaging issues for escalation to Tier 2 development support or other team members as required. ? Acting as the primary liaison between the product, sales, and support teams, ensuring that customer feedback and concerns are communicated clearly and acted upon. ? Providing personalized support to users while fostering a strong relationship with each district, ensuring they feel heard and valued. ? Championing the needs of our users, advocating for their success within the organization and ensuring they are receiving the best possible service. ? Working closely with the sales and product teams to identify opportunities for account growth and improvement, based on feedback from users. ? Providing one-on-one and group training sessions for users via video conference, helping them better utilize Imagine Everything’s solutions. ? Creating and maintaining self-service resources, including documentation and videos, to empower users to solve common issues on their own. ? Monitoring and measuring user satisfaction, identifying areas for improvement and advocating for changes that will better serve the customer. ? Representing the Imagine Everything team in a way that reinforces our brand and commitments through timely, personalized, friendly and ultra-collaborative support. What We’re Looking For ? Strong communication skills, both written and verbal, with the ability to manage client relationships in a professional, consultative manner. ? The ability to collaborate across teams (support, product, sales) to ensure seamless communication and user satisfaction. ? Experience in customer-facing roles with an emphasis on support, community management, or account management. ? A proficiency in problem-solving and thinking critically, ensuring quick and practical solutions to challenges. ? A proactive and self-motivated attitude with the ability to work autonomously in a remote environment. ? Empathy, patience, and respect for users of all technical backgrounds. Expectations ? You will serve as the persistent and positive face of Imagine Everything’s support structure, ensuring users feel valued and supported at every stage. ? You’ll be expected to manage both proactive and reactive communication, ensuring timely and effective responses while also seeking ways to improve the overall user knowledge and experience. ? A focus on collaboration with internal teams to ensure user needs are addressed and translated into actionable improvements will be key. ? You’ll need to balance your ability to deliver quick resolutions with maintaining a long-term relationship focus that encourages user success and product adoption. This is a Tier 1 support position that offers a significant opportunity to learn and grow into other areas of the organization, such as account management or project coordination. A Support Specialist's key performance metric is timely and effective communication, ensuring that every one of our education partners is exceedingly satisfied. Business Unit: Imagine Everything Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. At Jonas we have long realized that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best!!! Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at jobs@gjonas.com or 905-470-4600 Jonas Softwareis part of a CSI group of companies.
