Customer Support Analyst

5 months ago

Montréal, Canada Explorance Full time

Join a Montreal headquarter company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters.

Explorance is a rapidly growing software company recognized for its unique workplace culture. We strive to be the best we can for our people, our customers, and the community. Currently, we are looking for a Customer Support Analyst who always strives for software excellence and continuous improvement.

**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
- 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
- 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 both French and English for use in communication with global offices. Spanish is a plus.
- Passion for helping customers with strong customer service skills
- Technical or Business Diploma in related field

**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

**Other Requirements**:

- 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**

Founded in 2003, Explorance supports more than 20 million people in their individual journeys of purpose, growth, and impact. As the leading provider of Feedback Analytics Solutions, Explorance empowers organizations with actionable decision-making by measuring students’ and employees’ needs, expectations, skills, knowledge, and competencies. Explorance facilitates continuous improvement and accelerates the insight-to-action cycle leading to personal growth and organizational agility. Headquartered in Montreal with business units in Chicago, Chennai, Melbourne, Amman, and London. Explorance works with 25% of the Fortune 100 and 30% of the t

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