3rd Line Support Consultant

Job Description: 3rd Line Support Consultant Fitronics; Create Raving Fans & Helping People Learn Through Our Great, Easy to Use Software. We’re a software company with a difference. We might be the market leaders in our field, but you’re never too big to be nice! As part of the Fitronics family, you’ll also be joining the Jonas Software group. Jonas is the umbrella company behind Fitronics. The company’s genuine aim is to develop from within and we’re actively involved in a breadth of personal development training sessions through the company to help improve your skills. Within Fitronics we have two leading brands:

• CAP2: Course Management Softare for the Leisure industry
• TRP: Customer Experience Software for the Health and Fitness industry

We genuinely care about our customers, colleagues, partners and stakeholders. Becoming a part of Fitronics is becoming part of the Fitronics family! We know that actions speak louder than words. We’re not just different in the way we speak, we’re different in the way we act. Sponsoring WWF elephants, raising money for the Street Games charity and regularly eating cake for a good cause (Macmillan Cancer Research) are just a few of our favourite pass times! Joining us doesn’t mean you have to fit in. We’re always developing and changing. We welcome new ideas and personalities and give you the chance to directly enhance the future of our happy, helpful company. POSITION: We are seeking a dedicated professional for the position of 3rd Line Support Consultant. The successful candidate will be an integral part of the Support Team delivering a first class, professional customer service to both internal and external customers. This position provides end-user support for our constantly changing specialised software applications. As a team member, you will provide timely and efficient application and technical support to existing customers via phone, web and/or email. Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skilfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. In addition to your duties in customer support, the role extends to Professional Services, in the areas of both software implementations for both new name and back to base upgrades. JOB RESPONSIBILITIES:

• This is a “hands on” software maintenance and support role across a range of technologies
• Investigate and resolve service calls and incidents
• Investigate and provide resolutions to software defects
• Work closely with Technical Support Analysts to improve and streamline the installation process of the product set.
• Test and review code for technical accuracy, standards, and functional compliance to the requirements
• Coordinate activities with other development and support teams
• Maintain product documentation to reflect enhancements and other software changes
• Provide process improvement feedback the team
• Work within deadlines in relation to product release timelines, and consistently complete assigned development tasks in required timeframes
• Fulfil administrative reporting requirements
• Other duties as assigned by management
• Some evening and weekend work may be required.

JOB QUALIFICATIONS:

• Experience in an IT setting is essential (full product specific training will be given)
• Good Microsoft Office skills, particularly Excel, Word, Outlook and Power Point
• Previous experience in face-to-face or telephone-based customer service preferred
• Several years previous work experience coupled with an IT based degree and / or MCP qualification would be an advantage
• Experience of database integrations to third party solutions such as mms; access control; payment gateways is desirable
• Good technical understanding of the basic IT systems including SQL databases, networks and IIS
• Has a courteous and professional phone manner, demeanour and attitude
• Has excellent verbal and written communication skills and interpersonal skills
• Must be willing to work variable hours
• Several years previous Customer Service or IT Support is a must.

Your Personal Characteristics will include:

• Excellent verbal and written communication skills
• Must be goal-oriented and able to work independently as well as in coordinate efforts with other team members on universal customer issues
• Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing
• An ability to build a rapport with customers
• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritise
• Persistent and resilient under pressure, with a good sense of humour
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Self-motivated, resourceful and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic and professional
• Flexible and hard-working approach
• Excellent administrative and organisational skills
• Able to manage multiple tasks
• Able to remain calm under pressure and problem-solve accordingly
• Strong problem solving and debugging skills
• Commitment to quality and customer satisfaction
• Perseverance to complete activities both individually and as a team
• Good understanding of OOP will be an asset.

Business Unit: Cap2 Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular 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. IS THIS YOU?