Job Description: Senior Technical Support Analyst THE GLADSTONE WAY It's not WHAT we do, it's WHY we do it At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier. We do that though innovating and developing end to end technology solutions for the health and leisure industry so they can support more of their customers be more active, more often. Great People This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create and environment for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible. We constantly invest in our awesome talent as the future leaders of our business and industry. We’re big enough to make a huge impact in the market, but small enough that our people have the freedom to experiment, collaborate easily with other teams and ultimately be brave enough to try new ways of working that make your work, and environment better prioritising things that make it easier for our customers and our organisation commercially stronger. Constantly Challenging We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs. Win-Win We have a solutions and service focus that enables our customers to achieve their goals. By supporting our customers in growing revenues, introducing customer centric and seamless processes, reducing overheads and driving participation – they will deliver their business outcomes and we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation. POSITION Gladstone is a highly commercially focused and customer obsessed organisation and this is an exciting position that plays right at the heart of that. You will be responsible for: Providing “hands on” software maintenance and support to our customers across the Gladstone Software product range (training will be provided). This will be reactive and proactive support. We have two teams within our Customer Support function and this role could support both, or either team Investigating and resolving service calls and incidents, providing resolutions to software defects - Collecting as much information as possible from the customer so that you can understand their query / issue and use your knowledge and exceptional customer service skills to resolve their queries True case / customer ownership - owning the customer query until it is resolved, keeping the customer informed throughout (verbal & written) and meeting our SLA’s and other KPI’s (centred around quality, value, satisfaction and speed) Liaising with other departments and suppliers if you need more information to support the customer and expedite resolutions – and keeping the customer informed throughout Contributing fully to best practice and continuous improvement activities that make our service better for our customers and more efficient for our business Feeding new ideas and features for our software into our R&D department and identify knowledgebase article candidates that can go live to support our customers Maintaining accurate remote access/support documents and customer records accurately including product documentation to reflect enhancements and other software changes Involvement in projects and virtual teams to ensure the best efforts are made on all products and releases for ease of support for the benefit of the Support Team and the customers overall experience Contributing to the collation of reports or management information. As part of this you should also assist with identifying trends in cases and escalate patterns to your Team Leader Reactively and proactively support our customers on all products, gaining the deepest knowledge and specialism in some products/services – becoming an SME Driving your own development so your knowledge is always up to date to support our customers. Supporting the development of others by sharing of knowledge and upskilling You may be asked to provide on call/out of hours support (7am-9am / 7pm-11pm weekday / cover on weekends and bank holidays on a rota basis - additional payments apply). JOB QUALIFICATIONS: Understand the principles of running applications in IIS Understand the principles of cloud computing particularly Azure Experience of development languages such as C#, .NET, JavaScript and strong knowledge or experience of SQL Excellent technical knowledge of the latest Windows operating systems Experience working in a technical support environment, having a relevant IT based or MCP qualification would be advantageous Experience within a software management company and knowledge of the leisure industry or Gladstone products would be also advantageous Experience of APIs would be an advantage. Your personal characteristics will include: A quick learner with an enquiring mindset, willing to learn new skills and products - full product specific training will be given Previous experience in providing exceptional customer service and talking/writing directly with customers Basic understanding of Hosted environments Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing Excellent personal and interpersonal communication skills to interact with a variety of individuals, including building strong relationships with other departments The ability to work under pressure Experience in retail, identity management, and registration solutions Experience of database integrations to third party solutions such as access control; follow me print management; vending and payment gateways is desirable. WHY JONAS SOFTWARE? Be part of a dynamic and innovative global organisation Competitive compensation and benefits package Opportunities for career growth within our expansive portfolio Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel. WHAT OUR EMPLOYEES SAY ABOUT US See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 https://www.jonassoftware.co.uk/insights and our ‘Every Person Matters’ video from our Jonas Annual Business Awards 2024 https://www.jonassoftware.co.uk/why-jonas/people-culture/ ADDITIONAL INFORMATION LOCATION Hybrid, with an expectation is a minimum of 2 days per week in the office The position is based in the UK. BENEFITS 25 days annual leave 10 days rolling sick plan, including extended illness pay Pension 5% EE and 4% ER (increases after 3 years to a max of 6%) Life Assurance 4x base salary Private Health Insurance Option to join the CSI Employee Share Purchase Scheme Personal Travel Insurance Cycle to Work scheme Electric/Hybrid Vehicle scheme Discounted gym membership Discounted high street retailer scheme. MUCH MORE THAN A BENEFIT Internal Learning & Development programmes Internal Mentor programme Employee Assistance Program (EAP) and Mental Health First Aiders to support you Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group. OUR DEIB COMMITMENT Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone. FLEX WORKS CULTURE Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work. For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking. Business Unit: Gladstone Software Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Company Site: http://www.gladstonesoftware.co.uk More About Jonas Software: Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. Is This You ?