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Explorance: Application Support Specialist

Explorance

This is a Full-time position in Val-Des-Arbres, QC posted July 7, 2021.

At Explorance, we believe that each experience matters from students in higher education to employees at the workplace.

That’s why Explorance’s mission is to help organizations create a personalized journey of impact and fulfillment for their people through innovative Experience Management (XM) solutions.We believe in the human touch at Explorance and are known for our pioneering culture of reciprocity and trust.

To our employees, this means the freedom to achieve in the areas most important to them.

For our customers, it means caring for their needs and helping them succeed.

For our communities, it means doing our part to help our neighbors simply because it’s the right thing to do.Explorance is ranked the #1 best workplace in Canada by the Great Places to Work® Institute and is headquartered in Montreal with business units in Chicago, Chennai, London, Amman, and Melbourne.The Application Support Specialist is responsible for supporting eXplorance’s web applications 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 resolutionCreate service requests and properly document all customer interactions and troubleshooting actions in the department’s case management systemProvide tier 2/3 functional and technical support on eXplorance software solutionsConfigure and implement new functionality in the eXplorance software solutionsLog, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAsProvide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolvedAssist in new implementations, installations, upgrades and migrations of existing customers systemsInvestigate issues with customer IT systems such as, SSO, LMS, SISProvide basic technical and web application training to new customers when requiredCommunicate and coordinate with internal departments when addressing software bugs or new releasesOccasionally perform Quality Assurance tasks for testing of new software versionsFollow procedures, and continually improve internal processes for maintenance of solutions that are in productionCollaborate with developers and QA team for high quality, delivery on timeSkills and Competencies:Exceptional Customer Service Focus3-5 years’ experience in IT related fieldMinimum 3 years customer support/technical support experience with enterprise softwareRelevant 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 virtualizationStrong analytical problem solving and decision making skillsExperience working with multiple stakeholders in a problem-solving environmentExceptional communication skills, both oral and written with client interaction experience at executive levelsAbility to handle difficult or sensitive situations with diplomacy and tactExcellent time management and organizational skillsCreative, self-motivated, with good interpersonal skillsAbility to work independently and as part of a teamAttention to detailTechnical Skills:Experience with SQL Database querying and with MS ExcelSetup and administration skills for MS Windows servers, MS SQL Server installation and configurationQualifications/Requirements:English and French (both verbal and written) Spanish a plusPassion for helping customers with strong customer service skillsTechnical or Business Diploma in related fieldExperience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.Nice to Have:Technical certifications: MicrosoftExperience with HTML CSS, XMLExperience working with APIsKnowledge/Experience working with cloud offerings such as Microsoft Azure or AWSOther languages a plusAvailability:Must be willing to work outside of “normal” business hours (i.E.

evenings, nights, weekends) to provide support coverage for our international customers24/7 Pager/On-Call RotationPowered by JazzHRGkrfEidktM