Product Support Specialist

The Division:
Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues. 

Division Link: https://www.jonasclub.com/ 

The Role:  

We are looking for a high-energy, service-driven Product Support Technician to join our Contour team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels. 

This is a full-time, virtual support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing virtual training, adapting to new systems, and providing exceptional support with speed and empathy. 

Requirements:  

You bring a strong foundation in customer support and technical troubleshooting—ideally in contact centre software, club operations, or the hospitality industry. More importantly, you bring: 

· Technical aptitude – Comfortable navigating software, understanding system architecture, and troubleshooting issues in real time. 

· Relevant experience – Prior exposure to customer product support in software, hospitality, or club environments. 

· A growth mindset – Willingness to learn new tools, adapt to evolving customer needs, and succeed in a virtual training setting. 

· Adaptability – Thrives in dynamic environments, open to feedback, and ready to take ownership of challenges. 

Key Responsibilities: 

· Customer Support & Issue Resolution: Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed. 

· Product Knowledge & Guidance: Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed. 

· Cross-Functional Collaboration: Work with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations. 

· Process & Documentation: Track and document all support activity using internal systems. Maintain detailed records and knowledge base updates. 

· Service Support & Member Experience: Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience. 

· Client Satisfaction & Continuous Improvement: Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction. 

Skills & Qualifications: 

Core Competencies (Must Have) 

· Excellent communication skills – Clear, professional verbal and written English to explain technical concepts to clients and colleagues. 

· Customer service experience – Proven background in customer support or helpdesk roles, with a passion for solving problems and delivering value. 

· Technical troubleshooting ability – Confident diagnosing software, network, and system issues with a logical, methodical approach. 

· Organizational strength – Skilled at managing multiple priorities, tracking open tickets, and ensuring follow-through. 

· Adaptability & resilience – Able to learn quickly, stay calm under pressure, and adjust to new systems or workflows. 

· Soft skills for service excellence – Active listening, empathy, patience, and a client-focused mindset that builds trust and satisfaction. 

Technical Proficiency (Considered as an Asset): 

· Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset 

· Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset 

· Experience with Microsoft Office, CRM systems, and basic HTML is an asset 

· Understanding of VMware or Hyper-V is a plus is an asset 

· Exposure to PowerShell scripting is an asset 

Education & Experience: 

· Experience in software support, hospitality, club operations, or similar industries is highly desirable 

· 3-5+ years in technical support, customer service, or helpdesk environments 

· Bachelor’s degree in computer science or a related discipline 

· Familiarity with ticketing systems and support platforms 

· Knowledge of basic accounting concepts 

What You’ll Bring: 

· Client Focus – A service-first mindset with empathy and accountability 

· Technical Curiosity – Eagerness to learn how things work and solve problems 

· Flexibility – Comfort with evolving tools, systems, and service standards 

· Professionalism – Discreet, courteous, and reliable in every interaction 

Work Schedule & Availability: 

· Training Period: 9 AM – 5 PM EST (6 PM – 3 AM PKT) 

· Post Training Schedule Availability: Must be open to work a rotating 24/7 shift including weekends and after-hours as business needs require.