Technical Support Specialist

Technical Support Specialist - Volante

Toronto - Hybrid

Compensation & Role Details

Expected Salary Range: $58,000 - $65,000 CAD, depending on experience and qualifications.

Role Type: New Role

AI Disclosure: AI may be used during the hiring process.

About Jonas Software

Jonas Software is the leading provider of enterprise management software solutions across numerous vertical markets. With more than 130 distinct brands, Jonas is a trusted global partner for over 60,000 customers in more than 30 countries.

Volanté is an Enterprise Point‑of‑Sale company that has evolved into an industry‑leading POS system with a team of over 100 employees in Toronto. The software is designed for flexibility, scalability and reliability in diverse hospitality environments.

The Role

The Tier 1 Technical Support Specialist is the first point of contact for customers seeking assistance with technical issues. This role focuses on providing timely, accurate, and courteous support by troubleshooting basic to moderately complex problems, guiding users through solutions, and escalating unresolved issues to Tier 2 when necessary. The specialist plays a vital role in maintaining customer satisfaction and ensuring smooth day‑to‑day support operations.

Key Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
• Provide step‑by‑step guidance, basic product education, and issue resolution in a professional and customer‑centric manner.
• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high‑quality communication in every interaction.

Qualifications

• Minimum 2 years of experience in SaaS technical support or a similar customer‑facing technical role.
• Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).
• Basic understanding of databases (e.g., SQL queries, relational data concepts).
• Comfortable navigating Linux environments and using command‑line tools.
• Strong troubleshooting and problem‑solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer‑first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team‑oriented with a strong sense of accountability and ownership.
• Available to work on after‑hours rotating schedule and public holidays.
• Bonus: Exposure to APIs, scripting, or monitoring/logging tools.

Business Unit

Volante Software Inc.

Scheduled Weekly Hours

40

Number of Openings Available

1

Worker Type

Regular