Support Ops

About the role

As a vital member of the Support Operations team at Explorance, you will play a crucial role in ensuring that our clients receive exceptional service and support. This position is designed for individuals who are about customer service and are eager to contribute to a collaborative environment. You will be responsible for addressing client inquiries, troubleshooting issues, and ensuring that our support processes run smoothly. If you thrive in a fast-paced setting and enjoy problem-solving, this role could be an excellent fit for you.

Key facts

What you'll do

• Provide timely and effective support to clients through various channels, including email, phone, and chat, ensuring a high level of customer satisfaction.
• Troubleshoot and resolve technical issues related to our software products, utilizing your analytical skills and technical knowledge.
• Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex issues that require deeper technical insights.
• Maintain detailed records of client interactions and support requests in our ticketing system, ensuring accurate tracking and follow-up.
• Develop and update support documentation and knowledge base articles to enhance the efficiency of the support team and improve client self-service options.
• Participate in regular training sessions to stay updated on product features, industry trends, and best practices in customer support.
• Analyze support metrics and client feedback to identify areas for improvement in our support processes and client experience.
• Assist in onboarding new clients by providing training and guidance on our products, ensuring they have a smooth transition and understanding of our services.
• Actively contribute to team meetings, sharing insights and suggestions for enhancing support operations and client engagement strategies.
• Engage in continuous learning and professional development to enhance your skills and knowledge relevant to the support operations field.
• Foster strong relationships with clients, acting as their advocate within the company and ensuring their needs are met effectively.
• Participate in special projects or initiatives as assigned, contributing to the overall success of the Support Operations team.

Requirements

• Bachelor's degree in a relevant field or equivalent experience in customer support or technical support roles.
• A minimum of 2 years of experience in a customer support or operations role, preferably in a technology or software environment.
• Strong problem-solving skills with the ability to think critically and troubleshoot technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Proficiency in using support ticketing systems and CRM software; experience with tools such as Zendesk or Salesforce is a plus.
• Ability to work independently and collaboratively within a team, demonstrating a proactive approach to tasks and responsibilities.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Familiarity with software development processes and an understanding of technical concepts related to software applications.
• A customer-centric mindset with a genuine desire to help clients succeed and resolve their issues.
• Flexibility to work outside of standard hours as needed to accommodate client needs or urgent issues.

Nice to have

• Experience in the education technology sector or familiarity with learning management systems.
• Knowledge of programming languages or scripting (e.g., HTML, JavaScript) to assist with technical troubleshooting.
• Previous experience in a role involving client training or onboarding.
• Familiarity with data analysis tools or techniques to interpret support metrics and client feedback.
• Multilingual abilities to support a diverse client base would be an advantage.

Skills & tools

• Strong technical aptitude and ability to learn new software quickly.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with remote collaboration tools such as Slack, Zoom, or Microsoft Teams.
• Familiarity with project management tools like Jira or Trello is beneficial.
• Strong attention to detail and a commitment to delivering high-quality support.

Practical notes

• This position is based in Amman, and candidates must be able to work on-site or in a hybrid model as determined by the company.
• The salary for this role will be competitive and based on the candidate's experience and qualifications.
• Explorance is committed to diversity and inclusion, encouraging applicants from all backgrounds to apply.
• Interested candidates can apply through the provided link: [Apply Here](https://explorance.bamboohr.com/careers/322).
• For any inquiries regarding the application process or the role, please reach out to the HR department at Explorance.