Tier 1 Technical Support Specialist

About the Company

MSI Solutions operates through Jonas Chorum, a cloud technology business focused on hotel property systems and guest management software. Since 1990, the company has installed solutions in more than 5,800 hotels and resorts across North America and is recognized for delivering integrated reservation, marketing, revenue, and guest management platforms for hospitality organizations.

The organization emphasizes listening closely to its hotel and technology professionals and turning that insight into strong customer loyalty. This approach has helped shape a long track record of customer satisfaction, product innovation, and dependable support.

Role Summary

This position calls for a proactive support professional who can help customers and internal teams with the installation, troubleshooting, and support of software and hardware products. The role is centered on phone-based technical assistance, issue diagnosis, and timely resolution of customer concerns while maintaining a strong service mindset, clear communication, and careful documentation.

Key Responsibilities

• Handle incoming calls from all customer support queues and work through troubleshooting steps.
• Create support tickets and record the resolution process clearly within each case.
• Provide polite, prompt technical help and product information to property staff and colleagues.
• Support the setup and configuration of different software interfaces, including coordination with vendors when needed.
• Keep thorough, current notes on customer cases and internal projects, including accurate time tracking.
• Build and maintain working knowledge of the full Jonas Chorum product line and pursue additional training when needed.
• Serve as a communication link between Jonas Chorum and property teams.
• Remain available to work any assigned shift as scheduled.
• Represent the company and its products positively to coworkers and the public.
• Use internal systems, company software, knowledge resources, and third-party connection tools to resolve technical issues.
• Assess whether a support ticket is billable or non-billable according to company policy.
• Work with Tier 2 and Tier 3 staff through messaging and email when additional support is required.
• Escalate unresolved or urgent issues through the supervisor on duty or the next support level to speed up resolution.
• Take on assignments from the supervisor on duty in addition to direct customer inquiries.
• Complete other duties assigned by management.

Qualifications

• A high school diploma is required; a college degree in computer science or a related area is preferred.
• At least 1 to 2 years of call center experience in a technical support or problem-solving environment.
• Strong ability to document customer interactions accurately.
• Solid working knowledge of Microsoft operating systems.
• Basic understanding of SQL and networking concepts.
• Comfortable working both independently and as part of a team in fast-paced, high-pressure settings.
• Basic accounting knowledge is considered an advantage.
• Experience in the hotel industry is helpful.

Working Details

This is a regular full-time onsite role based in the United States. The schedule is 40 hours per week, and the role requires flexibility to work any shift as posted.

Additional Information

Business Unit: Multi-Systems

Worker Type: Regular

Number of Openings: 1

Company Background

Jonas Software is a global enterprise software provider serving multiple vertical markets, including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving, and legal services. The company operates through more than 65 brands and supports over 60,000 customers in 30+ countries, with a workforce of over 6,000 professionals and a broader network of more than 30,000 employees. Headquartered in Canada, it is a wholly owned subsidiary of Constellation Software Inc.

The company’s mission is to be a trusted global leader across its markets and to deliver “Software for Life” through innovation, quality, and customer service.