Client Support Representative 1

Job Description: 

Client Support Representative - Job Description

As a Help Desk Specialist at ProviderSoft, you will be working to ensure that our Clients can successfully use our software system on an immediate basis.  You will need to be intimately familiar with how it is our Clients operate and interact with our software.  You’ll be making sure that Clients make use of new and existing functionality to meet their workflow needs.  You will be able to work in partnership with Clients to help answer system and workflow questions and assist Clients in achieving their goals within the system.  You will be responsible for researching potential issues reported, and providing quick and thorough responses.  Working with our Account Representatives, Business Analysts, and Developers alike,  you will be applying your knowledge of the system and our customers’ needs and operations to provide personal, exemplary customer service.

Responsibilities

• Provide exemplary customer service to Clients via phone and email

• Create video and wiki materials to aid in the support of all Clients

• Create and release standard and custom Document Form and Session Note Templates to aid in the support of all Clients

• Provide and solicit User feedback for new features of the system

• Learn and utilize the internal case and client management tools for all Client Support

• Assist Client Services Department to implement and communicate with new and ongoing Clients

• Assist Development Department by seeking feedback from Clients on new products and features and communicating system and usability issues

• Assist QA Department by testing interfaces and new development

Requirements

• Bachelor’s degree, preferably in a related field

• Understanding of business requirements and the ability to translate these into functional and efficient support for Clients

• Demonstrate a Customer Service focus and attitude, and good interpersonal skills while maintaining professionalism

• Self-starter with ambition who wants to help grow the company and eventually be considered for an Account Manager or Department Manager role

• Computer and software savvy: familiarity with multiple programs, browsers, recording and screen sharing tools, etc.

• Exceptional written and verbal communication skills

• Attention to detail; willingness to wear multiple hats

• Extreme discipline in working in a telecommuting environment; ability to work independently in an effective and productive manner

• Must have a working computer with reliable and speedy internet connection

Location
Your home!  ProviderSoft's regular office is a virtual network.  Each member of the team works remotely communicating via Teams and coordinating with online project management tools.

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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.