1st Level Support Apprentice

2 weeks ago

Aberdeen, Aberdeen City, United Kingdom Jonas Software Full time

Job Description:
1st Line Support Apprentice

The C-SAM Way

It's not WHAT we do, it's WHY we do it


At C-SAM we are all about progression and constantly challenging and developing ourselves as individuals, as a company and ultimately as an industry.

Inspiring our industry to innovate and to maximise the part that technology can play in getting more people, more active, more often.

Constantly Challenging

We are the Thought Leader for the market.

Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry.

We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs.

Win-Win

Our solutions and services focus on enabling our customers to achieve commercial success.

By supporting our customers in growing revenues, reducing overheads and driving participation we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation.

Great People

This philosophy would not be possible without a team of great people.

We champion Growth from Within, both for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible, whilst also investing in our awesome talent as the future leaders of our business and industry.


POSITION:

JOB RESPONSIBILITIES:

  • To act as first line support for our customer dealing both reactively & proactively with cases through our JIRA solution
  • Triage and close as many cases as possible during first contact with the customer, ensuring that there is enough information supplied in the instances that need to be escalated to 2nd Line
  • Troubleshoot customer support cases in a timely manner meeting and exceeding our own KPIs
  • Serve as primary support liaison between customers and the support desk
  • Keep customers informed of progression with issues and provide follow up, as necessary
  • Collaborate with other departments as necessary to expedite resolutions
  • Promote and maintain a high quality, professional, serviceoriented company image among customers
  • Maintaining remote access/support documents and customer records on JIRA
  • To encourage feedback on services provided and recognise the changing needs of the service and make recommendations to your line manager for service improvements.

JOB QUALIFICATIONS:

  • Prior experience in a software support role is not essential as full product specific training will be given.
  • Good Microsoft Office skills
  • Previous experience in a telephonebased customer support role preferred
  • Courteous and professional telephone manner, demeanour, and attitude
  • Excellent verbal and written communication skills and interpersonal skills with the ability to explain issues clearly and simply, both verbally and in writing.

Your personal characteristics will include:

  • Resilient, focused, and consistent
  • Excellent communication, organisational and planning skills
  • Sound judgment and personal integrity
  • Genuine interest in raising performance standards
  • Champion for customer service
  • Ability to work under pressure and prioritise effectively when dealing with many conflicting demands
  • Accurate, with high attention to detail
  • Willingness to go the extra mile and ensure deliverables are met
  • An ability to build a rapport with customers.
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.

Business Unit:
C-SAM

Scheduled Weekly Hours:
36.5

Number of Openings Available:
1

Worker Type:
Apprentice (Fixed Term) (Trainee)

Career Site:

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.

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