About This Job
Key Responsibilities
Customer Support & Issue Resolution
Respond to client inquiries via phone, email, and chat.
Diagnose and resolve application-related issues.
Maintain a calm, professional, and respectful tone in all client interactions.
Escalate issues appropriately to Tier 2 technical teams when required.
Product Knowledge & Customer Guidance
Help clients understand system functionality and day-to-day usage.
Explain features in a clear, non-technical manner.
Share best practices to help customers get maximum value from the software.
Process, Documentation & Quality
Accurately document all customer interactions in Salesforce.
Follow defined workflows, escalation criteria, and service standards.
Contribute to and reference knowledge base articles as needed.
Service Support & Member Experience
Assist with member-related inquiries such as tee times, reservations, billing, and account questions.
Ensure a smooth and respectful experience for club members and staff.
Represent Jonas and Contour professionally at all times.
Collaboration & Learning
Work closely with peers and senior support teams to resolve issues.
Participate actively in training, coaching, and quality improvement initiatives.
Remain open to feedback and focused on continuous learning.
Skills & Qualifications
Core Competencies (Must Have)
Excellent Communication Skills
Clear, professional spoken and written English, with strong listening skills.
Learning Agility – Demonstrated ability to learn new systems, workflows, and product concepts quickly and apply them effectively in day-to-day support work.
Customer Service Mindset
Experience supporting customers with patience, empathy, and accountability.
Organizational Skills
Ability to manage multiple tasks, prioritize effectively, and follow through.
Adaptability & Resilience
Comfortable working in a fast-paced, evolving environment and open to feedback.
Professional Conduct
Respectful, dependable, and able to work well within a team-based culture.
Education & Experience
4 + years of experience in product support, customer service, helpdesk, or contact centre roles
Experience in product support, hospitality, club operations, or service-based industries is preferred
Bachelor’s degree in business administration (or related discipline) from an accredited university
Basic understanding of accounting or finance concepts is an asset
Experience with Microsoft Office; familiarity with Salesforce is an advantage
What You Will Bring
A strong sense of responsibility and customer care
Willingness to learn and grow in a global support environment
Respect for processes, quality standards, and teamwork
Professional communication and a positive attitude
Work Schedule & Availability
Training Schedule:
9:00 AM – 5:00 PM EST (6:00 PM – 3:00 AM PKT)
Post-Training Schedule:
Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require