Help Desk Technician

Shortcuts Software

May 16, 2018

Website :

Location :

Huntington Beach, CA

Job Type :

Full Time

Company Description :

Shortcuts is a subsidiary of Jonas Software, the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage, Attractions & Leisure, Fitness & Sports and Salon & Spa industries. Across these vertical markets, Jonas is the leading technology provider for over 40,000 customers across 15 countries.

Jonas employs over 1,500 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 TSX (CSU.TO).


Job Description :

The Help Desk provides 24/7 support to Shortcuts Software clients globally. The Help Desk Technician is responsible for answering inbound customer calls, and resolving any queries, or concerns that the customer may have.  

  • Provide high quality, consistent and reliable support on all aspects of the Shortcuts’ product suite
  • Meet or exceed all Key Performance Indicators (KPI) set by management
  • Liaise with clients, Shortcuts staff and resellers to ensure the delivery of high quality, responsive client support
  • Manage escalated client enquiries and complaints to maintain a high degree of client satisfaction
  • Immediately escalate to management any concerns or issues that may adversely impact the client base
  • Take necessary steps to ensure that client data and confidentiality is upheld and protected at all times
  • Regularly report to management the status, key risks and issues impacting clients both during implementation and after
  • Monitor the status of Enterprise sites post implementation to ensure the software is being used correctly and that potential issues are detected and acted upon as soon as possible
  • Deliver product knowledge training to clients and internal staff as appropriate
  • Train new team members in the Shortcuts’ company standards and procedures
  • Record and monitor client calls using company approved systems, tools and procedures in a professional and timely manner
  • Investigate, replicate or test problems and queries to resolve open jobs
  • Ensure new software features meet client requirements by conducting design reviews and acceptance testing as appropriate
  • Develop knowledge base articles as appropriate
  • Proactively participate in regular team meetings with departmental staff
  • Put in extra effort and time as required to ensure the delivery of high quality support
  • Perform work outside of office hours as required from time to time
  • Travel as directed by management from time to time
  • Other duties as directed by management from time to time
  • Promote the company culture and values at all times
  • Be available to work help desk support on weekends
  • Ensure you are punctual and ready to start help desk work at scheduled times

  • Excellent written and verbal communications skills
  • Sound understanding of IT industry and the latest technologies
  • Ability to identify and diagnose application, hardware or environment problems and resolve logically
  • A high degree of computer literacy and technical competency
  • Excellent organization skills

Personal Characteristics Required: :

  • The ability to work in a fast-paced team environment
  • The ability to work independently and effectively manage and reprioritize work
  • The ability to work in a pressure environment, according to strict deadlines
  • The ability to resolve conflict in a diplomatic and professional manner
  • The ability to present topics and issues clearly and confidently
  • A strong service focus
  • Maturity and confidence
  • A flexible, “can do” attitude to work
  • Attention to detail
  • Honesty and integrity
  • Self-motivation
  • Ability to instil confidence in others
  • Personal focus, dedication and enthusiasm to the task at hand

Is This You?


To apply for this position, submit a resume to Human Resources at:

Please indicate job title in subject heading of email 

“An Equal Opportunity Employer”