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Customer Support Specialist
2 months ago
Explorance is a rapidly growing software company that offers innovative People Insight Solutions. We believe that each experience matters and are committed to creating a personalized journey of impact and fulfillment for our customers.
The Customer Support Analyst is responsible for supporting Explorance's products for our global customers. This includes interacting with internal teams to solve problems and providing consulting services to help customers integrate our application with third-party systems.
We are looking for a skilled IT professional who can serve as a single point of contact for our customers, provide superior customer support, and resolve complex technical issues in a timely manner.
Key Responsibilities- Serve as a primary point of contact for customers, providing technical support and resolving issues through effective communication and problem-solving skills.
- Create service requests and document all customer interactions and troubleshooting actions in our case management system.
- Provide tiered support on Explorance software solutions, including configuration and implementation of new functionality.
- Log, prioritize, research, and resolve complex customer inquiries and problems within established service level agreements (SLAs).
- Collaborate with internal departments to address software bugs or new releases, and perform quality assurance tasks for testing new software versions.
- Exceptional customer service focus and strong analytical problem-solving skills.
- A minimum of years' experience in IT-related fields, with at least years' experience in customer support/technical support with enterprise software.
- Relevant technical work experience, deploying web applications in IIS, including server and network administration.
- Strong communication skills, both oral and written, with experience interacting with executive-level clients.
We offer a competitive salary of $80,000 - $110,000 per year, depending on experience. Our benefits package includes health insurance, retirement savings plan, paid time off, and opportunities for career growth and development.
Please note that this role requires willingness to work outside of regular business hours, including evenings, nights, and weekends, to provide support coverage for our international customers.
