Job Description

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.

What you will do

• Unblocking of Customer Support driven issues
• Investigate issues and provide root cause analysis

• Validating issues against product requirements
• Research issues through code, documentation and interviewing knowledge and stake holders
• Creating action items from customer raised issue

• Providing workarounds to Customer Support driven issues
• Reporting bugs and product suggestions to product management team
• Reporting documentation improvement requests to technical writing
• Continuously contributing to the troubleshooting guide and Improving internal knowledge documentation
• Propose infrastructure and system/software configuration changes to address production issues.
• Contributing to the incident report
• Escalate to proper teams in a timeframe that respect our service level agreements

Nice to have

• Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests
• Use T-SQL to query, investigate and provide potential fixes and workarounds
• Use Scripting and Programming to create ad-hock solutions and to automate recurring/scheduled tasks and/or facilitate handoff
• Effectively time management and Prioritization skills in order to meet high level of service.
• Understanding of Software Architectures and API Designs.
• Understanding of Distributed Systems Designs
• Understanding of SDLC (Software development Life Cycle);
• Understanding of Software Quality best practices
• Understanding of System administration and networking

Soft Skills

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are resourceful, flexible and hold self-accountable and persevere in the face of obstacles.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You are self-aware and are open to adapting to changing environments.
• You follow through on your commitments (and are honest when something is over your head)!

Kindly note that employment is contingent upon receipt of a satisfactory background and reference check.

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 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\xe2\x80\x99s top Higher Education institutions. Explorance has been consistently recognized for its culture of high trust by the Great Place to Work\xc2\xae Institute, and as a Deloitte Technology Fast 500\xe2\x84\xa2 organization. To learn more, please visit Explorance.com or connect with us on LinkedIn, Facebook, and Twitter.

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