Summary

The Technical Support Specialist is responsible for supporting eXplorance's web applications for our customers. This includes interacting and communicating with our internal teams to solve problems. The role also includes some consulting with customers on how to best integrate eXplorance's application to 3rd-party systems to meet their automation and scalability needs.

 Primary Duties and Responsibilities

• Serve as a single point of contact whileeffectively and cooperatively providing superior customer support
• Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
• Provide tier 2/3functional and technical support on eXplorance software solutions
• Configure and implement new functionality in the 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 issuesinternally and with the client until the customer support case is resolved
• Assist in new implementations, installations, upgrades and migrations of existing customers systems
• Investigate issues with customer IT systems such as SSO, LMS, SIS
• 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
• Follow procedures, and continually improve internal processes for maintenance of solutions
• Collaborate with developers and QA team for high quality, delivery on time

Skills and Competencies:

• Exceptional Customer Service Focus
• 3 -7 years experience in IT related field; high achieving recent graduates will also be considered
• Customer support/technical support experience with enterprise software
• Relevant technical 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; attentive to details
• 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
  

Technical Skills:

• Experience with SQL Database querying and with MS Excel
• Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
  

Qualifications/Requirements:

• Proficient in English and Arabic (both verbal and written); French is a big plus
• Bachelor degree in related field
• Experience working with Microsoft Server 2012/2014, MSSQL 2012/2014, IIS 7.5/IIS 8
• Experience with 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