Customer Support Specialist (Tier 2/3)

About the role

Explorance is seeking a Customer Support Specialist to join its Amman office. The role focuses on tier‑2/3 technical assistance for Explorance software, ensuring customers receive prompt and effective solutions.

Key responsibilities

• Act as the single point of contact for customers, handling complex inquiries and troubleshooting.
• Create and document service requests in the case management system.
• Provide tier‑2/3 functional and technical support for Explorance software, including configuration of new features.
• Log, prioritize, research, and resolve issues while meeting SLA targets.
• Assist with implementations, upgrades, migrations, and integration with SSO, LMS, SIS, HRIS.
• Deliver basic technical training to new customers and coordinate with internal teams on bugs or releases.
• Perform occasional QA testing of new software versions and collaborate with developers and QA for timely delivery.

Required profile

• Minimum 3 years of customer/technical support experience with enterprise software.
• Strong analytical and problem‑solving abilities, with experience handling multiple stakeholders.
• Excellent written and verbal communication skills in English; French is a plus.
• Ability to work independently, manage time effectively, and handle sensitive situations with diplomacy.

Required skills

• SQL/Oracle database querying.
• Microsoft Excel.
• Administration of Microsoft Windows Server and IIS.
• Installation and configuration of MS SQL Server.
• Experience with certificates and email delivery troubleshooting.
• Knowledge of HTML, CSS, XML and API integration.
• Familiarity with cloud platforms such as Microsoft Azure or AWS.