Director of Support

Job Description: 

Job Title: Director of Support

Department: Mobility Software - Jonas Software                       

Location: Remote Canada

Position Summary:

The Director of Customer Support plays a critical role in leading and optimizing our customer-facing support teams to ensure exceptional client experiences. This role requires strong leadership, analytical skills, and a passion for customer satisfaction. The Director is responsible for supervising, training, coaching, and evaluating the support team members who assist clients in the daily usage of multiple software products.

Job Description Summary:

Director of Support (DS) position requires an innate ability to identify and motivate high-potential employees. The Director of Support (DS) supervises, trains, coaches and evaluates customer-facing Ineo colleagues who support daily usage of multiple software products. This includes User Acceptance Testing (UAT), custom programming projects, implementation of new clients, and certain client and technical documentation. The DS is responsible for: implementing metrics and reporting to measure client satisfaction, turnaround time, accuracy, etc.; helping to refine support inbox issues, assignment of issues, and coverage; and assigning teams to cover specific clients and categories. Additionally, the company has several Top 10 clients that need special attention from either the DS or special teams identified by the DS to manage specialized and/or custom needs through a regular cadence of team meetings, including but not limited to weekly, monthly, or quarterly meetings, onsite visits, and strategic planning and partnership opportunities. The DS must be a subject matter expert for online or onsite Ineo Mobility Software product demos to prospects and existing clients. The position oversees all day-to-day support team activities and is available to address escalations stemming from client complaints and high-urgency problems that require swift resolution. Providing clear and expeditious feedback stemming from complex product issues is critical. The DS also performs training for both new and current clients online and/or onsite. Finance and Accounting experience is a plus.

Competencies:

• Hiring and Staffing

• Building Effective Teams

• Motivating Others

• Delegation

• Managing and Measuring Work

• Planning

• Developing Direct Reports and Others

• Business Acumen

Essential Duties and Responsibilities:

• Manage all Client Services support team initiatives and activity

• Zendesk application product owner

• Coordinate and run client meetings

• Resolution and delegation of client issues

• Attract, develop, and retain Client Services team members

• Available to deliver demos of all Ineo software products

• Excellent written and verbal communication

• Analytical, problem solving and advanced IT skills

• Ability to multi-task, with superior organizational and client service skills

Job Qualifications: 10+ years customer service/support experience, 5+ years software development environment, combination of 3+ years finance and accounting or mobility experience preferred

Computer Equipment and Software Requirements: MoveTrack, Active Directory, DUO, SQL Server Management Studio,  MS Windows (registry, setup, directory, FTP sites, etc.), MS Office, SharePoint, Teams, Zendesk, JIRA, HubSpot, ClientTrack

Business Unit: 

Scheduled Weekly Hours:

40

Number of Openings Available: 

1

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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Business Unit: 

Scheduled Weekly Hours:

Number of Openings Available: 

Worker Type: 

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.