Jonas Software UK
Manager, Support Operation
Canada - Markham - Ontario, CA
Sponsorship not specified$70k-$80kDetected 26 days ago
SQLAccessibilityCustomer SupportLeadershipCommunicationProblem SolvingMicrosoft Office
About the role
- This includes providing supervision, technical consultation, and solutions for pre and post installation work.
- Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
- Headquartered in Canada, Jonas Software has a global footprint with offices around the world.
Responsibilities
- Provide leadership to SpaSoft support team in delivering excellent customer service
- Manage the case workload. Analyze, prioritize, and delegate support cases. Ensure timely responses from support team
- Serve the support and implementation team as escalation point
- Manage software distribution. Ensure that approved and up to date files are deployed at customer sites
- Maintain the team work schedule and operating environment
- Train new hires on support practices. Mentor and help staff to develop technical and customer service skills Ensure staff is up to date on all software changes
- Develop and implement procedures to enhance efficiency, accessibility, and customer service
- Perform reviews and other HR functions pertaining to the support team with assistance from the Director Client Services
- Maintain consistently accurate case and account information in Salesforce.com
- Create and maintain technical documentation
Requirements
- College degree or equivalent experience required
- Two or more years of IT experience in the hotel or hospitality industry
- Strong understanding of database systems and the ability to manage through systems
- Experience with hospitality software systems an asset
- Patience, flexibility and ability to handle pressure while maintaining positive attitude
- Networks, Citrix, Windows Server O/S, Internet technologies, SQL
- Intermediate skills with Microsoft Office Suite
- Intermediate Crystal reports knowledge
- Excellent customer service skills with a strong customer focus
- Detail oriented and dedicated to follow-through in all work
- Highly self-motivated to succeed, action-oriented and able to motivate others
- Willingness to enhance own performance through self-study
- Great at problem-solving and technical aptitude
- Ability to supervise, develop and direct others on a global team working varied shifts
Skills
- Demonstrates caring about and fairness to direct reports,
- Excellent written and oral communication skills
Compensation
- Support Manager - SpaSoft
- SpaSoft by Jonas Hospitality
- The Support Manager supervises Spa Soft's support operations.
- This person is a role model for the support team and ensures that services are delivered in a professional and timely manner.
- This includes providing supervision, technical consultation, and solutions for pre and post installation work.
- In addition to overseeing the support team, this person works closely with the Director of Client Services towards consistently improving global customer service.
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This listing is sourced directly from Jonas Software UK's careers page and normalized into a canonical job model.