Jonas Software UK
Customer Support SaaS
Squamish, BC (Owner Relations), CA · Full-time
Sponsorship not specified$45k-$50kDetected 27 days ago
AzureAccountingCustomer SupportProblem SolvingMentoringOrganizational Skills
About the role
- This is a full-time, in-office position based in Squamish, BC.
- Resolution of tickets/issues within capability level
- Ensure customer complaints are escalated
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
- Collaborate with other departments as necessary to expedite resolutions
- Jonas Software supports over 60,000 customers in more than 30 countries.
- Across our broader network, we support a global workforce of more than 30,000 employees.
Requirements
- 3-5 years of experience in SaaS support, implementation support, or technical client services
- Experience supporting web-based software platforms
- Ability to interpret technical issues and communicate clearly to both clients and internal teams
- Familiarity with ticketing systems and bug tracking tools (e.g., Asana, Azure, Bugzilla, TeamSupport)
- Support customer first-line fix issues and escalate when required
- Support other projects when required
- Supply KPI data when required
- Comfortable working in a client-facing environment
- Ability to manage multiple client requests simultaneously
Nice to have
- Experience supporting software onboarding or implementations preferred
- Experience in hospitality or property management software is a plus.
Skills
- Strong troubleshooting and analytical skills
- Highly organized with strong documentation skills
Compensation
- The expected base salary range for this role is between $45,000 to $50,000 CAD, depending on experience and qualifications
- Role Type: New Role
- AI Disclosure: AI may be used during the hiring process.
- As an Customer Support SaaS, you will partner closely with the Onboarding and Development teams to support new and existing clients during implementation and beyond.
- You will provide technical troubleshooting, issue resolution, and configuration support for assigned client accounts, ensuring a smooth onboarding experience and successful product adoption.
- This is a full-time, in-office position based in Squamish, BC.
Company info
- Provision of essential training/coaching to customers over the phone/teams/email
- Keep customers informed of progression with issues and provide follow-up as necessary
- Feedback and input into the development of a help guide for customers
- Support onboarding of new customers and testing of new builds
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This listing is sourced directly from Jonas Software UK's careers page and normalized into a canonical job model.