The Division:
Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues.

Division Link:https://www.jonasclub.com/

The Role:

We are looking for a high-energy, service-driven Product Support Technician to join our Contour team.You’llbe the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and deliveringa consistentlyprofessional experience across multiple support channels.

This is a full-time, virtual support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing virtual training, adapting to new systems, and providing exceptional support with speed and empathy.

Requirements:

You bringa strong foundationin customer support and technical troubleshooting—ideally in contactcentresoftware, club operations, or the hospitality industry. More importantly, you bring:

· Technical aptitude– Comfortable navigating software, understanding system architecture, and troubleshooting issues in real time.

· Relevant experience– Prior exposure to customer product support in software, hospitality, or club environments.

· A growth mindset– Willingness to learn new tools, adapt to evolving customer needs, and succeed in a virtual training setting.

· Adaptability– Thrives in dynamic environments, open to feedback, and ready to take ownership of challenges.

Key Responsibilities

· Customer Support & Issue ResolutionRespond to clients via phone, email, chat, and ticketing platforms.Diagnoseandresolvetechnical issues with professionalism and speed.

· Product Knowledge & GuidanceHelp clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.

· Cross-Functional CollaborationWork with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations.

· Process & DocumentationTrack and document all supportactivityusing internal systems. Maintain detailed records and knowledge base updates.

· Service Support & Member ExperienceAssist with booking, membership inquiries, and club service coordination to ensurea seamlessclient experience.

· Client Satisfaction & Continuous ImprovementMonitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.

Skills & Qualifications

Core Competencies(Must Have)

· Excellent communication skills– Clear, professional verbal and written English to explain technical concepts to clients and colleagues.

· Customer service experience– Proven background in customer support or helpdesk roles, with a passion for solving problems and delivering value.

· Technical troubleshooting ability– Confident diagnosing software, network, and system issues with a logical, methodical approach.

· Organizational strength– Skilled at managing multiple priorities, tracking open tickets, and ensuring follow-through.

· Adaptability & resilience– Able to learn quickly, stay calm under pressure, and adjust to new systems or workflows.

· Soft skills for service excellence– Active listening, empathy, patience, and a client-focused mindset that builds trust and satisfaction.

Technical Proficiency(Considered asan Asset):

· Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset

· Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset

· Experience with Microsoft Office, CRM systems, and basic HTML is an asset

· Understanding of VMware or Hyper-V is a plus is an asset

· Exposure to PowerShell scripting is an asset

Education & Experience

· Experience in software support, hospitality, club operations, or similar industries is highly desirable

· 3-5+ years in technical support, customer service, or helpdesk environments

· Bachelor’s degree in computer science or a related discipline

· Familiarity with ticketing systems and support platforms

· Knowledge of basic accounting concepts

WhatYou’llBring

· Client Focus – A service-first mindset with empathy and accountability

· Technical Curiosity – Eagerness to learn how things work and solve problems

· Flexibility – Comfort with evolving tools, systems, and service standards

· Professionalism – Discreet, courteous, and reliable in every interaction

Work Schedule & Availability

· Training Period:9 AM – 5 PM EST (6 PM – 3 AM PKT)

· Post Training Schedule Availability:Must be open toworka rotating 24/7 shift including weekends and after-hours as business needs require.