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.

Employment type
Full-Time

Work arrangement
No