Technical Support 1

Technical Support Representative (Level 1) We are seeking a highly motivated Technical Support Representative to assist accounts using our Point‑of‑Sale system for Liquor Stores. This role is ideal for friendly, customer‑focused, self‑motivated, patient and dependable individuals who are looking to grow within a reputable organization. We offer a complete benefits package including 401(k), a friendly team, and a great business‑casual working environment. Key Responsibilities Serve as the first point of contact for technical inquiries via phone and email, managing the end‑to‑end lifecycle of support tickets to ensure timely resolution. Diagnose and resolve hardware connectivity issues involving printers, barcode scanners and integrated payment terminals. Utilize AI productivity tools to interpret complex technical logs, assist in generating custom report queries and streamline solution discovery. Lead remote training sessions to guide customers through core software functions, inventory management and e‑commerce platform fundamentals. Collect and relay customer feedback to R&D and development teams to help improve products and services. Maintain detailed records of customer interactions in the CRM and contribute to the knowledge base by drafting clear "How-To" guides. Document troubleshooting steps accurately and determine when to escalates complex issues to senior technical teams after initial diagnostic efforts. Required Skills & Qualifications Foundational knowledge of PC/Mac hardware and Windows environments; basic networking concepts including local IP configuration. Analytical problem‑solving skills with rigorous logic and effective solutions. Operational agility and multi‑tasking – proven ability to handle frequent interruptions while prioritising critical tasks. Exceptional verbal and written communication, translating complex technical concepts into clear instructions for non‑technical users. Composure under pressure, maintaining a calm and professional approach during high‑priority issues. Customer centricity – dedicated to meeting expectations of internal and external customers. Growth mindset and learning – quick to grasp new problems, enjoy unfamiliar tasks and pursue skill development. Strong organization and time‑management skills; accurately manage a personal case queue. Interpersonal skills – patient, courteous and tactful with active listening and proper pacing. Innovation and creativity – generate unique ideas and connect unrelated notions to add value during brainstorming. Preferred Experience Experience or interest in troubleshooting website functionality and e‑commerce platform support. Familiarity with CRM software and an interest in utilizing emerging AI tools to improve workflow efficiency. Qualifications High School diploma or equivalent; associate’s degree or higher preferred. Previous help desk or customer‑facing technical support experience considered a significant plus. Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Jonas Software is an Equal Opportunity Employer. #J-18808-Ljbffr Jonas Software