• Deep-dive into 2nd-level support cases involving API implementations and widget integrations. • Act as the technical expert in high-stakes sales meetings to remove "technical doubt" for enterprise clients. • Help build and optimize our AI-driven support infrastructure and documentation. • Identify trends in technical issues and advocate for product fixes directly with the Engineering team.

Role Description Jenzabar is looking for a highly motivated Technical Support Specialist I to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using Jenzabar products. The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non-negotiable. - Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues. - Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows. - Prioritize multiple cases at once, balancing urgency, impact, and customer expectations. - Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams. - Document findings, steps, and solutions concisely for customers and our internal knowledge base. - Act as a liaison between Support and Product Development, escalating with complete and accurate context. - Continuously increase your product and technical expertise through training, documentation, and hands-on learning. Qualifications - Experience troubleshooting web applications or enterprise software. - Functional knowledge of accounting principles (Accounts Receivable, Accounts Payable, General Ledger, Purchasing) AND/OR experience working in a Business Office or similar financial operations role. - Strong customer empathy and ability to remain calm, clear, and professional under pressure. - Excellent prioritization skills with the ability to juggle multiple cases in a fast-moving environment. - Structured problem-solving approach with attention to detail and curiosity. - Clear, concise written and verbal communication. - Ownership and accountability - you follow through, escalate early, and close the loop. - Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership. - Adaptability - comfortable with frequent change in tooling, process, and priorities. Requirements - Bachelor’s degree in Computer Systems or a related field preferred, OR equivalent demonstrated experience such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera). - Experience working in a support desk, helpdesk, or SaaS support environment. - Familiarity with HTML/JavaScript for diagnosing web issues. - Ability to write and interpret SQL queries. - Comfort with logs, stack traces, browser developer tools, and technical diagnostics. - Familiarity with relational databases, networks, Windows/Server environments, or application servers. - Experience creating knowledge base articles, guides, or documentation. - Experience with Jenzabar One (J1), JICS, or Jenzabar business office modules (Accounts receivable, general ledger, payroll, etc.). - Strong functional understanding of how processes and data flow within Jenzabar products. - Ability to translate campus needs into product troubleshooting. Benefits - Medical Insurance - Life Insurance - Dental Insurance - Vision Insurance - PTO - Paid Parental Leave - Paid Holidays - Short Term Disability - Long Term Disability - 401K - Educational Assistance

Role Description The Global Technical Support operator will offer in-depth technical knowledge on our Fire / Life safety product portfolio. They will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product-related issues in the field from comprehensive scenario testing and technical verification of product, both legacy and new. Confident in delivering product training on our portfolio of equipment to internal and external stakeholders. The candidate should be a team player and able to consolidate technical responses with peers to ensure the dissemination of exacting information. - Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio. - First line response to stakeholders via Telephone, Email or Business Applications, i.e., Teams. - Provide accurate logs of all technical interactions to enable comprehensive KPI reporting. - Report creation/generation, capturing all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution. - Investigate and source key information from different systems/departments to ensure stakeholders' expectations are met and resolved in a timely manner. - Liaise with Sales department on product application and system design development. - Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team, ensuring all training needs are met so stakeholders are confident with product knowledge to complete tasks. - Build recreations of product faults noted from stakeholders and Cause & Effect scenarios within a laboratory environment to help identify current product and field operation issues. - Build test 'rigs’ and follow technical test scripts to assist in the verification of existing and new product. - Research technical data from various sources both internally and externally. Qualifications - Level 5 or equivalent in engineering field. - A proven track record within installation, maintaining & commissioning of fire alarm and associated Life Safety systems with a minimum of 5-10 years experience. - Some level of support function experience preferred. - Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning with a minimum of 5-10 years. - Competent level of understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54 as a minimum. - An understanding of system design requirements would be an advantage. Requirements - Knowledge and experience of deploying IP based systems within the Life Safety discipline. - Analytical thinking. - Ethical mindset at all times. - Interpersonal and influencing skills, ability to coordinate within & outside of own team. - Strong organizational skills, ability to multi-task and problem solve. - Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner. - Good understanding of computers and software packages. - Work well within a team environment, whilst being able to plan and execute own work initiatives. - Strong presentation skills. - Involvement in site required activities outside of core role, i.e. Fire Marshall or First Aider, Team Rep. Benefits - Competitive compensation and benefits package. - Challenging projects in a dynamic collaborative team. - We make your aspirations matter – Eaton encourages internal promotion, whenever possible. - We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University. - We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies. - We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen. - We are committed to ensuring equal employment opportunities for job applicants and employees.

Title: Bilingual Customer Support Analyst (05-2026) Location: Canada Department: Helpdesk/Cotality Job Description: Remote Full-time Yearly: $39000 - $47000 We are seeking enthusiastic entry-level staff across Canada to work in our 24/7 department. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail and dealing directly with our customers on an ongoing basis. Ideally, individuals applying for this position must communicate effectively when speaking with, or writing to, in both English and French. Some of the needed skills would be the ability to multi-task, have strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt to a growing and changing environment. Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs. One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed. Key Responsibilities: - Provide knowledgeable, effective and efficient customer service to customers in person or on the phone - Handling a high volume of inbound calls from clients in a prompt and professional manner - Taking claims reports from clients - Meeting the SLA targets for the client is a priority - Helping clients make changes to their claims - In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects - Provide exceptional customer service - Work 40-hour week, participate in shift coverage that includes a 7-day week Skill and Attributes Qualifications - Minimum high school diploma - Minimum of 1- year experience within a call center environment - Basic computer knowledge to support user - Excellent decision making and problem solving skills - Enjoys working with others and has a passion for helping clients - Delivers excellent client service and possesses strong telephone skills - Communicates effectively when speaking with, or writing to, others - Uses active listening and questioning skills to understand needs and issues - Works well under pressure, both independently and as part of a team - Enjoys personal development and growth through learning - Provides and receives constructive feedback - Be a productive member of an 8-person team - Strong interpersonal skills with a polished and professional manner - Excellent organizational skills with motivation, self-direction, and good time management skills - The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail. Required Languages: - Fluent in English, both spoken and written - Fluent in French, both spoken and written Employment type: - Permanent Full-time - Remote position We are only reviewing applicants that are legally entitled to work in Canada. We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.