Support and Training Representative

Jonas Software - Remote

Job Description: Company: EZFacility Job Profile: Customer Success Specialist Job Title: Customer Success Specialist Management Level: Individual Contributor Customer Success Specialist EZFacility Remote, USA COMPANY Since 2003, EZFacility, a division of Jonas Software, has been a leader in scheduling, management and membership solutions for sports, health and fitness facilities around the world. Our software-as-a-service (SaaS) offerings enable companies to simplify and streamline their operations, improve the efficiency of their staff, and increase their bottom-line. EZFacility is headquartered on Froehlich Farm Blvd. in Woodbury, New York, and we have sales and support offices in Canada & England. EZFacility’s vision is to be the branded global leader in Scheduling, Management and Membership SaaS solutions. Our goal is to be recognized by customers and respective industry stakeholders as a trusted provider of "Software for Life" in the areas of technology, product innovation JOB RESPONSIBILITIES The Customer Support and Training Representative will be responsible for training new and existing users on EZFacility’s sports and fitness business management software, as well as, assisting users via telephone, email and WebEx sessions to troubleshoot technical issues. This is a pivotal hybrid role in which you will be assisting EZFacility users in a variety of mediums based on their unique needs. Reporting to EZFacility’s Support and Training Manager, the core responsibilities are:

  • Assess client goals, develop custom training plans, and ensure new clients are set up in the most efficient and comprehensive manner for their business needs.
  • Train end users in basic and advanced use of our software applications in a clear, logical manner
  • Regularly follow -up with new and existing clients to ensure they continue to use the software effectively
  • Brainstorm and enact retention initiatives to keep clients engaged and minimize attrition. This can include video tutorials, online webinars, user guides, etc.
  • Help users resolve technical issues. Remotely connect to users’ computers, determine minimal use case to recreate issues, solve issues if possible or provide concise details to Support Manager for further analysis and resolution
  • Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
  • Keep customers informed of ticket status and progress toward issue resolution through friendly follow-up
  • Work closely with Support and Training Manager and fellow team members to ensure new clients experience a smooth onboarding process and support issues are resolved as quickly as possible
  • When clients express a desire to terminate services, actively participate in the save process by working to understand and address their business goals and challenges
  • Work with the development team to review and stay up to date on new and upcoming product functionality. Share information on new features with clients to help improve their experience
  • Be an advocate for our customers. Review new product functionality to help ensure that it meets our clients’ needs
JOB QUALIFICATIONS The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving and taking ownership until resolution.
  • 4-Year College Degree
  • Previous customer service/support and basic technical experience required
  • Ability to prioritize and multi-task effectively (39)
  • Strong verbal and written communication skills (67)
  • Ability to work and research independently with minimal supervision (53)
  • A strong work ethic and the capacity to succeed in a fast-paced environment and meet deadlines (53)
  • Develop and maintain relationships with fellow team members (29)
  • Demonstrate patience when working with clients to resolve outstanding issue(s) (41)
  • Ability to prioritize and multi-task effectively (projects/support cases/implementations) (50)
  • Strong phone and active listening skills (33)
  • Video editing experience is an asset
  • Knowledge of Zendesk is preferred
  • Knowledge of Salesforce.com is an asset
  • Prior experience in the software industry a plus
Competencies Integrity and Trust (29) Organizing (39) Patience (41) Drive for Results (53) Written Communications (67) Priority Setting (50) Listening (33)
Business Unit: EZ Facility- USA Scheduled Weekly Hours: 40 Number of Openings Available: 0 Worker Type: Regular 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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