Job Description:

Product Support Technician

Jonas Club

THE COMPANY

Jonas Club Software is an industry leading club-first management platform built exclusively for private and member-driven clubs and designed to be the single source of club truth. Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of over 6,000 professionals focused on service, security and continuous improvement. It is engineered for hospitality operations, complies with SOC 2 and PCI requirements, and supports extensibility through APIs and partner integrations. Our unified, contextual activity timeline brings reservations, point-of-sale and food and beverage, billing and finance, events, member services and reporting into one secure platform that enables seamless interactions between members, staff and the broader club community.

POSITION

We are looking for a high-energy, service-driven Product Support Technician to join our Client Support team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels. This is a full-time, support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing product training, adapting to new systems, and providing exceptional support with speed and empathy.

JOB RESPONSIBILITIES:

• Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed.

• Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.

• Work with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations.

• Track and document all support activity using internal systems. Maintain detailed records and knowledge base updates.

• Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience.

• Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.

JOB REQUIREMENTS:

• Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset

• Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset

• Experience with Microsoft Office, CRM systems, and basic HTML is an asset

• Understanding of VMware or Hyper-V is a plus is an asset

• Exposure to PowerShell scripting is an asset

• Experience in software support, hospitality, club operations, or similar industries is highly desirable

• 2-3+ years in technical support, customer service, or helpdesk environments

• Bachelor’s degree in computer science or a related discipline

• Familiarity with ticketing systems and support platforms

• Knowledge of basic accounting concepts

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.