• Job Description

  Req#: R38797

  Job Description:

  Technical Support Analyst

  RBRO Solutions, Jonas Software

  WHO WE ARE

  • RBRO Solutions is a CORA Legal Group software company that provides best of breed products to the legal and corporate legal markets. Come and work with a modern agile team working with the latest and greatest technologies in a to ensure that we continue to innovate and remain as one of the top companies in our industry. We are passionate about serving our customers all around the globe with the best technology possible.
  • Our Core Values are: Innovation, Experience, Excellence, Partnership, Balance, Integrity, Diversity, and Gratitude

  WHAT TO EXPECT

  • Build your career with a vibrant technology company
  • Be challenged and work in a remote collaborative team environment
  • Look forward to a competitive salary and benefits package

  ABOUT THE ROLE

  Position Summary

  The Technical Support Analyst (TSA) is a core role in the Customer Success & Support department. This individual is a member of the Support Team which investigates and resolves reported client issues and builds strong client relationships that positively promotes the organization.

  This individual will be responsible for providing technical support for a wide range of products to our customers, escalating customer inquiries effectively, collecting customer feedback, and sharing customer feedback with other internal groups.

  This is a remote position with minimal travel expectations.

  The Technical Support Analyst reports to the Technical Support Manager.

  Accountabilities & Responsibilities

  • Provide post-sales support for iManage software products, RBRO software products, and BEC software products to clients
  • Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels
  • Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate.
  • Log all cases and case activity in the case management system
  • Develop a strong working knowledge of the organization’s software and processes.
  • Provide “on call” support on a rotating basis
  • Identify opportunities to improve or automate repetitive tasks
  • Assist the organization to better serve our clients using your knowledge and insight of our clients’ requirements and needs
  • Perform various other duties as assigned

  ABOUT THE CANDIDATE

  Qualifications & Experience

  • Postsecondary education in Information Technology, Computer Science or another relevant field
  • Over 3 years of experience directly resolving technical issues via e-mail and telephone
  • Comprehensive understanding of Windows OS environments
  • Strong understanding of SQL Server administration or scripting
  • Strong general understanding of computer systems, mobile devices and other technologies
  • Functional understanding of change and release management
  • Experience with remote desktop applications and screen-share software (eg. MS Teams).
  • Experience with providing step-by-step technical help, both written and verbal
  • Additional certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred
  • Experience with the legal industry is preferred
  • Experience with accounting software is preferred

  Personal Traits

  • Logical analyst with good attention to detail and strong technical skills and expertise
  • Dedicated advocate who keeps customers as a top priority when making all business decisions
  • Innovative problem solver who works well under pressure
  • Enthusiastic and independent contributor with good planning and time management ability
  • Excellent verbal and written communicator with effective interpersonal skills
  • Passionate technical learner keen to experiment with and adopt new methods

  #LI-VL1

  Business Unit:

  RBRO

  Scheduled Weekly Hours:

  37.5

  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.

• About the company

  Jonas Software is the leading provider of enterprise management software solutions to the Club, Leisure Fitness & Sports, Foodservice,

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