ABOUT US:
Seiki Systems is part of Jonas Software who is the leading provider of enterprise management software solutions to the Manufacturing, Leisure, Construction, and Education sectors. Within these vertical markets, Jonas is made up of over 120 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.
POSITION:
We are looking for an energetic and enthusiastic Support Engineer to join the team, who is responsible for supporting our software and services. The successful candidate will be enthusiastic about technology and thrive under pressure in a busy environment. They will be open to learning a wide range of new skills, have a logical approach to problem-solving with excellent attention to detail.
The Support Engineer will handle support calls and emails from customers and internal staff, as well as supporting some of our professional services such as software installation. They will report to the Support Team Leader.
JOB RESPONSIBILITIES:
Maintain an in-depth knowledge of the Company’s product portfolio
Technical support to customers, for both our in-house developed software and third party products
Provide technical support for our on-site engineering team
Log all tickets within our CRM and progress all outstanding tickets to ensure they are resolved within the relevant time scales
Set, maintain and exceed customer service standards
To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for improvements
Improve and update procedures, keeping existing documentation up to date
Perform any other duties related to the support and delivery of the products, or related third party products, as directed by the Support Team Leader from time to time.
QUALIFICATIONS:
Excellent communication skills, with the ability to explain issues clearly and simply, both over the telephone/MS Teams and via email
Experience in either an IT or software support role would be a distinct advantage
Previous experience of face-to-face or telephone-based customer service is desired
Good understanding of technology and how it is applied in business
A high degree of computer literacy and technical competency
Knowledge of SQL queries and databases would be highly desirable
Experience of working in the manufacturing industry is desirable
Use of or support of any software used in a manufacturing environment such as CAD/CAM, ERP or MES would be a significant advantage.
Your personal characteristics will include:
Logical and analytical, with a methodical approach to problem-solving
Able to multi-task, with ability to prioritise
Accurate, with high attention to detail
Good team player, yet willing to take personal responsibility for issues
Able to follow process and procedures
Able to be patient, tolerant and problem-solve accordingly
Flexible and hardworking approach, with a can-do attitude
Persistent and resilient under pressure, with a good sense of humour
Self-motivated, resourceful and keen to learn and share knowledge
Ability to work on own initiative
Have a strong customer service mindset.
BENEFITS
Life Assurance 4x base salary
Vitality Private Health Insurance
Medical Health Insurance
Cashplan
Personal Travel Insurance
Cycle to Work scheme
Electric/Hybrid Vehicle scheme
Discounted gym membership
My Premier Benefits (discounted high street retailers)
ENHANCED BENEFITS
25 days annual leave
10 days rolling sick plan, including extended illness pay
Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)
MUCH MORE THAN A BENEFIT
Career progression and individual career path support
Internal Learning & Development programmes
Annual awards ceremony and Company event (JABAs)
Employee Assistance Program (EAP) and Mental Health First Aiders to support you
Refer a friend scheme – up to £4,000 for each successful referral
Join communities and collaborate with your colleagues through our internal networking events
OUR DEIB COMMITMENT
Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!
FLEX WORK CULTURE
Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.
For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.
Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.
For this role we are open to discussing the possibility of reduced hours, remote working, flexible start and finish times, or compressed hours.
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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