Customer Support and Implementation

Vertical Market Software

Jul 10, 2019

Website :


Location :

Pensacola, FL

Job Type :

Full Time

Company Description :

Vertical Market Software (VMS) was established in 1984 with the mandate to be a leading provider of Business Management Systems to the Construction Industry.  We are a division of Jonas Software, Inc., a leading provider of enterprise management software and billing solutions to a variety of industries, including golf and private club, fitness, sports and leisure, attractions, foodservice, construction and many more.
Jonas Software is the valued technology partner of over 50,000 customers worldwide in more than 30 countries.  Jonas employs over 1,600 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 and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Job Description :

Are you looking for a position with upward mobility and an opportunity for advancement?  Do you like to travel?  Then a position on the VMS Customer Support team may be the position you are seeking.  The Customer Support Analyst is responsible for providing 1st-level support to our robust enterprise software system while striving to achieve first-call resolution to customer issues. The successful candidate will have strong communications skills, knowledge of business and accounting, and a professional and positive attitude. This position requires travel that may include weekends. Some overtime may be required. Candidate must be a self-starter.

  • Respond quickly and effectively to phone calls, tickets and email from users of our products
  • Troubleshoot and drive customer support requests to a satisfactory resolution
  • Build customer trust and ensure customer satisfaction
  • Build a culture of excellence in customer support
  • Share information from customers with the customer support and product teams
  • Follow established processes for handling support requests
  • Consult with clients and review their current work process to assess their needs
  • Implement a complete accounting solution from inception to Go Live
  • Deliver quality training to the VMS customers remotely and/or on-site
  • As project manager, manage implementations to meet all milestones according to the project schedule
  • A degree in Business Administration or Accounting preferred
  • A strong understanding of business management/accounting software with an understanding of how this type of software can be applied in business
  • An ability to competently use Microsoft Office products such as Word, Excel and Power Point
  • Previous experience with and the ability to use problem resolution software for managing work load
  • A team player with the ability to work under their own initiative and a willingness to take personal responsibility for tasks assigned to them
  • A self-motivated and resourceful individual who is willing to learn and to share knowledge
  • Excellent oral and written communication skills and the ability to build a professional relationship with customers
  • Previous experience in customer support is preferred

Is This You?

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"Equal Opportunity Employer”