Key Responsibilities:

Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution

Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system

Provide tier 2/3 functional and technical support on Explorance software solutions

Configure and implement new functionality in Explorance software solutions

Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs

Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved

Assist in new implementations, installations, upgrades and migrations of existing customers systems

Investigating issues with customer IT systems such as: SSO, LMS, SIS, HRIS

Provide basic technical and web application training to new customers when required

Communicate and coordinate with internal departments when addressing software bugs or new releases

Occasionally perform Quality Assurance tasks for testing of new software versions

Follow procedures, and continually improve internal processes for maintenance of solutions that are in production

Collaborate with developers and QA team for high quality, delivery on time

Requirements:

Exceptional Customer Service Focus

Minimum 3 years’ customer support/technical support experience with enterprise software

Relevant technical work experience, deploying web applications in IIS including server and network administration.

Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization

Strong analytical problem solving and decision-making skills

Experience working with multiple stakeholders in a problem-solving environment

Exceptional communication skills, both oral and written with client interaction experience at executive levels

Ability to handle difficult or sensitive situations with diplomacy and tact

Excellent time management and organizational skills

Creative, self-motivated, with good interpersonal skills

Ability to work independently and as part of a team

Attention to detail

Technical Skills and other Requirements:

Experience with SQL/Oracle Database querying and with MS Excel

Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration

Verbal and written communication skills in English and French for use in communication with global offices. 

Passion for helping customers with strong customer service skills

Technical or Business Diploma in related fields

Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.

Nice to Have:

Technical certifications: Microsoft

Experience with HTML CSS, XML

Experience working with APIs

Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS

Availability:

Must be willing to work outside of “normal” business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers

24/7 Pager/On-Call Rotation

Desired Candidate Profile

• Exceptional Customer Service Focus
• Minimum 3 years customer support/technical support experience with enterprise software
• Relevant technical work experience, deploying web applications in IIS including server and network administration.
• Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
• Strong analytical problem solving and decision-making skills
• Experience working with multiple stakeholders in a problem-solving environment
• Exceptional communication skills, both oral and written with client interaction experience at executive levels
• Ability to handle difficult or sensitive situations with diplomacy and tact
• Excellent time management and organizational skills
• Creative, self-motivated, with good interpersonal skills
• Ability to work independently and as part of a team
• Attention to detail
• Technical Skills and other Requirements: Experience with SQL/Oracle Database querying and with MS Excel
• Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
• Verbal and written communication skills in English and French for use in communication with global offices.
• Passion for helping customers with strong customer service skills
• Technical or Business Diploma in related fields
• Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.
• Nice to Have: Technical certifications: Microsoft
• Experience with HTML CSS, XML
• Experience working with APIs
• Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS
• Availability: Must be willing to work outside of normal business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers 24/7 Pager/On-Call Rotation