Software Support Specialist

Vertical Market Software

Feb 22, 2017

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 :

The VMS Customer Service & Implementation Specialist will provide software support, training and problem resolution to our customers and end users nationwide. Primarily in a call center environment, with the periodic travel to our customer’s location, the ideal candidate will be able to provide software setup, diagnose and resolve customer questions, report and address software issues, and test software fixes as they are released. This candidate will be customer centric and provide the above tasks in a clear, positive, timely, and professional manner. Specialists will perform related work as required.


The core responsibilities of the position include:

  • Diagnose and Review clients business processes to complete new customer setup and installation.
  • Train end user’s how to effectively process transactions within our software.
  • Deliver service and support to end-users using and operating phone, teleconference, and remote connection.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine issues by evaluating and analyzing the symptoms;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications and Manager’s request.
  • Redirect problems to appropriate resource when applicable
  • Accurately process and record call transactions using a computer and our Salesforce support software.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Support and effectively work within our team environment
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates

  • High School Diploma/ Some college preferred
  • Accounting Degree and/or experience is an asset
  • Proper phone etiquette;
  • General Business Practices;
  • Ability to speak and write documents and emails clearly and accurately;
  • Demonstrated proficiency in typing and grammar;
  • Knowledge of relevant software computer applications and equipment;
  • Knowledge of customer service principles and practices;
  • Effective listening skills;
  • Willingness to co-operate with others and work to the greater good;
  • Multi-tasking capabilities;
  • Minimum 40 hours a week with the occasional need to go outside the normal business hours.


  • Exemplary Attendance and Punctuality
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
  • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
  • Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Is This You?

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

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“An Equal Opportunity Employer”