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. The Customer Support Analyst is responsible for supporting Explorance’s products for our customers, including interacting and communicating with internal teams to solve problems.

Requirements

• Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
• 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

Benefits

• Competitive salary
• Benefits package
• Opportunities for career growth and development
• Collaborative and inclusive work environment