Customer Support Analyst

Join a rapidly growing software 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. Currently we are looking for a Customer Support Analyst who always strives for software excellence and continuous improvement.

The Customer Support Analyst is responsible for supporting Explorances products 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 Explorances application to 3rd-party systems to meet their automation and scalability needs.

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 departments 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 for use in communication with global offices. Spanish or French is a plus.
• 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

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 persons 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 worlds 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 connect onLinkedInFacebook andX.