Job Description:HelpDesk TechnicianLocation: Remote (Canada)Salary Range: $43,000-$45,000 CADThe Helpdesk provides 24/7 support to Shortcuts Software clients globally. The Helpdesk Technician is responsible for answering inbound customer calls, and resolving any queries, or concerns that the customer may have.Duties:Fluent French communication requires verbal and writtenProvide high quality, consistent and reliable support on all aspects of the Shortcuts' product suiteMeet or exceed all Key Performance Indicators (KPI) set by managementLiaise with clients, Shortcuts staff and resellers to ensure the delivery of high quality, responsive client supportManage escalated client enquiries and complaints to maintain a high degree of client satisfactionImmediately elevate to management any concerns or issues that may adversely impact the client baseTake whatever actions necessary to ensure that client data and confidentiality is upheld and protected at all timesRegularly report to management the status, key risks and issues impacting clients both during implementation and afterMonitor the status of Enterprise sites post implementation to ensure the software is being used correctly and that potential issues are detected and acted upon as soon as possibleDeliver product knowledge training to clients and internal staff as appropriateTrain current team members in the Shortcuts' company standards and proceduresRecord and monitor client calls using company approved systems, tools and procedures in a professional and timely mannerInvestigate, replicate or test problems and queries to resolve open jobsEnsure new software features meet client requirements by conducting design reviews and acceptance testing as appropriateDevelop knowledge base articles as appropriateProactively participate in regular team meetings with departmental staffPut in extra effort and time as required to ensure the delivery of high quality supportPerform work outside of office hours as required from time to time.Travel as directed by management from time to timeOther duties as directed by management from time to timePromote the company culture and values at all timesBe available to work Helpdesk support on WeekendsEnsure you are punctual and ready to start Helpdesk work at rostered timesSkills Required:Fluent French communication requires verbal and writtenExcellent written and verbal communications skillsSound understanding of IT industry and the latest technologiesAbility to identify and diagnose application, hardware or environment problems and resolve logicallyA high degree of computer literacy and technical competencyExcellent organisation skillsPersonal Characteristics Required:The ability to work in a fast-paced team environmentThe ability to work independently and effectively manage and reprioritise workThe ability to work in a pressure environment, according to strict deadlinesThe ability to resolve conflict in a diplomatic and professional mannerThe ability to present topics and issues clearly and confidentlyA strong service focusMaturity and confidenceA flexible, "can do" attitude to workAttention to detailHonesty and integritySelf motivationAbility to instil confidence in othersPersonal focus, dedication and enthusiasm to the task at handScheduled Weekly Hours: 37.5Number of Openings Available: 1Worker Type: RegularMore 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.#J-18808-Ljbffr

📌 Help Desk Technician - Remote (Varennes)
🏢 Jonas Software
📍 Varennes