Customer Support

Applications are invited exclusively from individuals based in Amman, Jordan, who are prepared to work onsite at our office.

Join a Montreal headquarters company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative Feedback Analytics solutions because we believe that each experience matters.

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

At Explorance, we take inclusion to heart and live it each day. We put the ‘human’ first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage people of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check.

About Explorance

Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, encouraging the philosophy of “Feedback for the brave” to drive purpose, impact, and growth.
Bringing 20 years of expertise, Explorance, a member of the World Economic Forum and a trusted partner for 35% of Fortune 100 companies and 25% of the world’s top higher education institutions, has influenced over 25 million individuals with award-winning solutions like Blue, Metrics That Matter, and MLY.
Consistently among the top employers by the Great Places to Work Institute®, Explorance, a Brandon Hall AI award winner, is also a two-time Global Leader in the 360-degree feedback market by Fortune Business Insights.

Visit explorance.com or connect on LinkedIn, Facebook, and X.