Overview
Happen Business is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. With over 100+ acquired companies and 2,500+ employees globally, we specialise in accounting and business workflow solutions through our flagship product, Jim2 Business Engine. Our mission is to empower businesses with robust, integrated software solutions that streamline operations, enhance productivity, and support growth. We value integrity, dedication, and a customer-centric approach in everything we do.
Happen Business is seeking a talented Customer Support Specialist to join our Customer Support team. In this role you will provide a high standard of remote, telephone and email support to our customers by providing service excellence in every engagement. You will be committed to ensure the resolution and management of jobs in line with Customer Support standards, aiming to reduce repeat calls and provide superior service excellence.
Responsibilities
- Be the first point of contact over a variety of channels – phone, SMS, email, and chat.
- Respond to incoming issues by troubleshooting as per guidelines and internal processes.
- Maintain first-class communication with the client, adhering to specific service level agreements.
- Resolution of jobs/issues within capability level.
- Ensure calls/jobs are logged, prioritized, and escalated appropriately.
- Aim to increase the number of calls/jobs to be resolved on the first call.
- Provision of basic training to customers over the phone.
- Collaborate and communicate effectively within the team.
- Ensure customer complaints are escalated to the team leader.
- Participate in professional development opportunities afforded by the company.
- Promote the values and behaviours expected of the business at all times.
Experience and Skills
- Applicants should have prior experience working with Jim2 Software.
- Demonstrable technical knowledge.
- Proven ability to build and maintain positive customer relationships.
- Ability to engage others through credible communication and presentation.
- Sound ability to multi-task across multiple IT platforms.
- Effective time management skills to ensure conflicting deadlines are met.
- Ability to show initiative and self-motivation.
- High attention to detail and strong analytical skills.
Characteristics
- Tech ‘savvy’ with great problem-solving skills.
- Ability to build strong, trusted customer relationships.
- Ability to work in a fast-paced, high-pressure team environment.
- Ability to work independently and prioritise work to meet deadlines.
- Ability to resolve conflict in a diplomatic and professional manner.
- Ability to present topics and issues clearly and confidently.
- A flexible, “can do” attitude to work.
- A willingness to further develop skills, potentially moving into a 2nd level support role.
- Attention to detail; personal focus, dedication, and enthusiasm to the task at hand.
- Honesty and integrity.
Our Culture and Perks
Our parent company, Jonas Software, is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $3.5 billion USD and over 20,000 employees across the globe.
To help make your journey more enjoyable, we offer a range of benefits including:
- Employee Share Purchase Plan from our parent company Constellation Software Inc.
- Flexible leave offerings, including opportunities to purchase additional leave
- EAP Support, offering mental/physical wellbeing counselling
How to Apply
If this sounds like the role and environment for you, we’d love to hear from you! To apply please submit your resume and cover letter with details of your experience and why you would like to join our team.
Information & Communication Technology
Jonas Software operates over 70 independently managed software companies around the world, providing them with the strategic guidance and financial security required to be leaders in their respective markets. With our roots formed in the Construction and Club Management markets, our reach has grown extensively within the Hospitality and Industrial verticals, and today we are proud to supply industry leading enterprise management software and related services to the following 17 vertical markets:
- Hospitality
- Fitness, Sports & Leisure
- Foodservice
- Salon
- Attractions
- Education
- Retail
- Camps
- Event Management
- Hotels & Resorts
- Construction
- Moving & Storage
- Metal Service Centers
- Radiology/Laboratory Information Systems
- Product Licensing
- Payment Processing
- Dynamic Case Management
Source: This is an extract from the company's own website.
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What can I earn as a Customer Support Officer
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