Job Description

Primary Duties and 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 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 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
• Investigate 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

Skills and Competencies:

Exceptional Customer Service Focus

• 3-5 years’ experience in IT related field
• 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:
Experience with SQL/Oracle Database querying and with MS Excel

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

Qualifications/Requirements:

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 field
• 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

Required Skills

Company Profile