Job Description:

Support Manager - SpaSoft SpaSoft by Jonas Hospitality The Support Manager supervises Spa Soft’s support operations. This person is a role model for the support team and ensures that services are delivered in a professional and timely manner. This includes providing supervision, technical consultation, and solutions for pre and post installation work. In addition to overseeing the support team, this person works closely with the Director of Client Services towards consistently improving global customer service.

JOB RESPONSIBILITIES:

• Provide leadership to SpaSoft support team in delivering excellent customer service
• Manage the case workload. Analyze, prioritize, and delegate support cases. Ensure timely responses from support team
• Serve the support and implementation team as escalation point
• Manage software distribution. Ensure that approved and up to date files are deployed at customer sites
• Maintain the team work schedule and operating environment
• Train new hires on support practices. Mentor and help staff to develop technical and customer service skills Ensure staff is up to date on all software changes
• Develop and implement procedures to enhance efficiency, accessibility, and customer service
• Perform reviews and other HR functions pertaining to the support team with assistance from the Director Client Services
• Maintain consistently accurate case and account information in Salesforce.com
• Create and maintain technical documentation
• Understanding and orientation to total quality systems management
• Other duties as assigned

JOB QUALIFICATIONS:

• College degree or equivalent experience required

• Two or more years of IT experience in the hotel or hospitality industry

• Demonstrated understanding of one or more of the following:

• Networks, Citrix, Windows Server O/S, Internet technologies, SQL

• Intermediate skills with Microsoft Office Suite

• Strong understanding of database systems and the ability to manage through systems

• Intermediate Crystal reports knowledge

• Experience with hospitality software systems an asset

• Excellent customer service skills with a strong customer focus

• Detail oriented and dedicated to follow-through in all work

• Patience, flexibility and ability to handle pressure while maintaining positive attitude

• Highly self-motivated to succeed, action-oriented and able to motivate others

• Willingness to enhance own performance through self-study

• Great at problem-solving and technical aptitude

• Ability to supervise, develop and direct others on a global team working varied shifts

• Number of people to supervise: 10 to 15

• Demonstrates caring about and fairness to direct reports,

• Excellent written and oral communication skills

Business Unit:

SpaSoft Canada

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

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.