The Technical Support Specialist is responsible for supporting Explorance’s 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 Explorance’s 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 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
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 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 of 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, a 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:
English is a must (both verbal and written)
Passion for helping customers with strong customer service skills
Technical or Business Diploma in a 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
Australian shift (4:30 AM to 12:30 PM IST)
24/7 Pager/On-Call Rotation
About Explorance
Founded in 2003, Explorance supports more than 20 million students and employees in their professional journey of purpose, growth, and impact.
As the leading provider of People Insight Solutions, Explorance focuses on where people’s experiences converge with talent effectiveness. By connecting the moments that matter, we bring together a unified picture of needs, expectations, skills, knowledge, and competency. By providing proven measurement expertise and decision-grade AI-enabled recommendations, we help accelerate the insight-to-action cycle, enabling organizational agility and individual success.
Headquartered in Montreal with business units in Chicago, Chennai, Melbourne, Amman, and London, Explorance works with 25% of the Fortune 100 companies and the world’s top Higher Education institutions. Explorance has been consistently recognized for its culture of high trust by the Great Place to Work® Institute and as a Deloitte Technology Fast 500™ organization. To learn more, please visit http://www.explorance.com
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