Customer Support SaaS

Job Description: 

Customer Support SaaS

Owner Relations Technology

Squamish, BC, Canada (in-Office position)

THE COMPANY

Owner Relations Technology is a SaaS company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels in North America, the Caribbean, Europe, and Asia.

Compensation & Role Details

Expected Salary Range: The expected base salary range for this role is between $45,000 to $50,000 CAD, depending on experience and qualifications

Role Type: New Role

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

THE POSITION

As an Customer Support SaaS, you will partner closely with the Onboarding and Development teams to support new and existing clients during implementation and beyond.

You will provide technical troubleshooting, issue resolution, and configuration support for assigned client accounts, ensuring a smooth onboarding experience and successful product adoption.

This is a full-time, in-office position based in Squamish, BC.

JOB RESPONSIBILITIES:

• Use listening and problem-solving skills to support customer service requests by handling, reproducing, diagnose, resolving and documenting reported customer technical problems received by email, chat, or phone

• Support customer first-line fix issues and escalate when required

• Raise bug issues and seek to clarify requirements

• Resolution of tickets/issues within capability level

• Ensure customer complaints are escalated

• Provision of essential training/coaching to customers over the phone/teams/email

• Support onboarding of new customers and testing of new builds

• Keep customers informed of progression with issues and provide follow-up as necessary

• Collaborate with other departments as necessary to expedite resolutions

• Diagnosing, reporting, tracking, and resolving quality assurance issues from software releases

• Testing software applications on web-based, desktop, and mobile devices - using different test scenarios

• Feedback and input into the development of a help guide for customers

• Support other projects when required

• Supply KPI data when required

• Create and maintain relevant team files and documents

• Raise change request forms for customer software changes/enhancements

JOB QUALIFICATIONS:

• 3–5 years of experience in SaaS support, implementation support, or technical client services

• Strong troubleshooting and analytical skills

• Experience supporting web-based software platforms

• Ability to interpret technical issues and communicate clearly to both clients and internal teams

• Familiarity with ticketing systems and bug tracking tools (e.g., Asana, Azure, Bugzilla, TeamSupport)

• Comfortable working in a client-facing environment

• Highly organized with strong documentation skills

• Ability to manage multiple client requests simultaneously

• Experience supporting software onboarding or implementations preferred

• Experience in hospitality or property management software is a plus.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.