Explorance
SaaS • Education • HR Tech
Explorance is a software company that provides an enterprise-grade feedback analytics platform to collect, analyze, and act on student and employee feedback. Its SaaS products (including Blue, MLY, and Metrics That Matter) use AI and integrations with LMS/HRIS/SIS/CRM systems to centralize feedback, boost response rates, generate qualitative insights at scale, and drive improvements in teaching, learning, and employee experience. Explorance also offers professional services, accessibility and data security compliance, and targeted solutions for higher education and HR/L&D teams.
201 - 500 employees
Founded 2003
☁️ SaaS
📚 Education
👥 HR Tech
Customer Support Analyst
Job not on LinkedIn
November 9
Explorance
SaaS • Education • HR Tech
Explorance is a software company that provides an enterprise-grade feedback analytics platform to collect, analyze, and act on student and employee feedback. Its SaaS products (including Blue, MLY, and Metrics That Matter) use AI and integrations with LMS/HRIS/SIS/CRM systems to centralize feedback, boost response rates, generate qualitative insights at scale, and drive improvements in teaching, learning, and employee experience. Explorance also offers professional services, accessibility and data security compliance, and targeted solutions for higher education and HR/L&D teams.
201 - 500 employees
Founded 2003
☁️ SaaS
📚 Education
👥 HR Tech
📋 Description
• Serve as a single point of contact for customer support and problem resolution • Create service requests and document customer interactions in case management system • Provide tier 2/3 functional and technical support on Explorance software solutions • Configure and implement new functionality in the software solutions • Log, prioritize, research, and resolve complex customer inquiries and problems • Provide reporting and status updates on identified issues • Assist in new implementations, installations, upgrades, and migrations • Investigate issues with customer IT systems such as SSO, LMS, SIS, HRIS • Provide basic technical and web application training to new customers • Communicate with internal departments regarding software bugs or releases • Occasionally perform Quality Assurance tasks
🎯 Requirements
• 3-5 years’ experience in IT related field • Minimum 3 years customer support/technical support experience with enterprise software • Relevant technical work experience in deploying web applications in IIS • Experience with system integration and good understanding of product architecture and infrastructure components • Strong analytical problem solving and decision making skills • Exceptional communication skills, both oral and written • Ability to handle difficult situations with diplomacy and tact • Excellent time management and organizational skills • Technical skills in SQL/Oracle Database querying and MS Excel • Setup and administration skills for MS Windows servers • Technical or Business Diploma in related field
🏖️ Benefits
• Inclusion and diversity programs to support employees • 24/7 support coverage for international customers
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