Customer Support Advisor

Job Description:

Company: InReach – Jonas Software

Job Title: Customer Support Advisor
Location: Remote (USA)
Reports To: Customer Support Manager
Position Status: Part-Time (Up to 25 hours/week)
Compensation: $18/hour

Position Summary

InReach, a division of Jonas Software, is looking for a Customer Support Advisor to provide exceptional service and support to our customers. In this role, you will be responsible for resolving customer inquiries, troubleshooting issues, and ensuring a seamless customer experience. This position requires strong problem-solving skills, excellent communication, and the ability to manage multiple priorities effectively.

As a Customer Support Advisor, you will be part of a collaborative team that values integrity, responsiveness, and a customer-first approach. This is a part-time, remote role, offering up to 25 hours per week.

Key Responsibilities

• Provide timely, accurate support to customers via phone and email, resolving inquiries and troubleshooting software issues.

• Manage support queues and contribute to consistent call and email coverage.

• Prioritize and resolve support tickets based on urgency, customer impact, and service-level expectations.

• Ensure all customer interactions are handled with professionalism, empathy, and clear communication.

• Support escalated customer concerns, including following established escalation paths and documenting actions taken.

• Mentor and assist fellow support representatives by sharing knowledge, best practices, and troubleshooting insights.

• Maintain accurate and complete case documentation within support systems.

• Manage schedule adherence—including breaks and assigned coverage periods—to maintain team efficiency.

• Follow internal processes, communication guidelines, and workflow standards to ensure consistency and quality.

• Perform other reasonable duties as required by management.

Qualifications & Skills

• 2+ years of experience providing customer service in a technical or software-support environment.

• Demonstrated experience troubleshooting software or system-related issues.

• Strong verbal and written communication skills, with the ability to translate technical information into clear, user-friendly explanations.

• Proven ability to remain calm, patient, and solution-focused when assisting frustrated or escalated customers.

• Experience supporting or mentoring peers in a customer-facing environment.

• Strong organizational and time-management skills, with the ability to balance multiple priorities and deadlines.

• Ability to work effectively in a remote, team-based environment.

• A customer-first mindset and commitment to delivering high-quality, consistent support.

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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.