📍 Job Overview

• Job Title: Customer Support Analyst
• Company: Explorance
• Location: Beirut, Lebanon (Remote)
• Job Type: Contractor
• Category: Customer Support & IT
• Date Posted: 2025-07-30
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: Remote (Beirut, Lebanon)

🚀 Role Summary

• Key Responsibilities: Provide exceptional customer support and problem resolution for Explorance's products, collaborate with internal teams, and assist customers in integrating Explorance's application with third-party systems.
• Key Skills: Exceptional customer service focus, strong analytical problem-solving skills, excellent communication skills, experience with SQL/Oracle Database querying, and MS Excel.
• Key Challenges: Handling complex customer inquiries, meeting service level agreements (SLAs), and collaborating with various internal teams to resolve issues.

📝 Enhancement Note: This role requires a balance of technical proficiency and exceptional customer service skills, with a focus on problem-solving and decision-making in a dynamic environment.

💻 Primary Responsibilities

• Customer Support: Serve as a single point of contact for customers, providing superior support and problem resolution, and meeting or exceeding SLAs.
• Case Management: Create service requests and document all customer interactions and troubleshooting actions in the department's case management system.
• Technical Support: Provide tier 2/3 functional and technical support on Explorance software solutions, and assist in new implementations, installations, upgrades, and migrations.
• System Integration: Investigate issues with customer IT systems such as SSO, LMS, SIS, HRIS, and provide basic technical and web application training to new customers when required.
• Collaboration: Communicate and coordinate with internal departments to address software bugs or new releases, and occasionally perform Quality Assurance tasks for testing of new software versions.
• Process Improvement: Follow procedures, improve internal processes, and collaborate with developers and QA teams for high-quality, on-time delivery.

📝 Enhancement Note: This role involves a mix of customer-facing support, technical troubleshooting, and internal collaboration to ensure customer satisfaction and maintain high-quality software solutions.

🎓 Skills & Qualifications

Education: A technical or business diploma in a related field is required.

Experience: 3-5 years of experience in an IT-related field, with a minimum of 3 years in customer or technical support for enterprise software.

Required Skills:

• Exceptional customer service focus
• Strong analytical problem-solving and decision-making skills
• Excellent communication skills, both oral and written, with client interaction experience at executive levels
• Experience with SQL/Oracle Database querying and with MS Excel
• Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration

Preferred Skills:

• Technical certifications: Microsoft
• Experience with HTML, CSS, XML
• Experience working with APIs
• Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS

📝 Enhancement Note: While the required skills focus on customer service and technical support, the preferred skills highlight a strong technical background and familiarity with web technologies, which can help in troubleshooting and system integration tasks.

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: As this role is focused on customer support and does not involve web development or server administration, there are no specific portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Beirut, Lebanon is typically between 1,500,000 LBP (Lebanese Pounds) and 2,500,000 LBP per month, depending on experience and skills.

Benefits:

• A dynamic and inclusive work environment
• Opportunities for professional growth and development
• Competitive compensation and benefits package

Working Hours: Full-time, with the requirement to work outside of "normal" business hours, including evenings, nights, weekends, and a 24/7 pager/on-call rotation.

📝 Enhancement Note: The salary range provided is based on market research for customer support roles in Beirut, Lebanon, and may vary depending on the candidate's experience and skills. The working hours requirement highlights the need for flexibility to support international customers.

🎯 Team & Company Context

🏢 Company Culture

Industry: Explorance operates in the software industry, specializing in feedback analytics solutions for organizations worldwide.

Company Size: Medium-sized company with approximately 150-250 employees.

Founded: 2003

Team Structure:

• The Customer Support team works closely with internal departments such as Product, Development, and Quality Assurance to ensure customer satisfaction and maintain high-quality software solutions.
• The team follows Agile methodologies, with regular sprint planning, code reviews, and testing practices to ensure quality and timely delivery.

Development Methodology:

• Explorance follows Agile/Scrum methodologies for software development, with a focus on collaborative, iterative development and continuous improvement.
• The company emphasizes code reviews, testing, and quality assurance practices to ensure high-quality software solutions.

Company Website: Explorance

📝 Enhancement Note: Explorance's company culture emphasizes exceptional customer service, continuous improvement, and collaboration, with a focus on driving purpose, impact, and growth through feedback analytics solutions.

📈 Career & Growth Analysis

Customer Support Analyst Career Level: This role is typically at the mid-senior level, requiring a balance of technical proficiency and strong customer service skills. The primary responsibilities involve providing exceptional customer support, problem resolution, and collaboration with internal teams to ensure customer satisfaction.

Reporting Structure: The Customer Support Analyst reports directly to the Customer Support Manager and works closely with internal departments such as Product, Development, and Quality Assurance.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Explorance's products. By providing exceptional support and resolving customer issues promptly, the Customer Support Analyst helps to maintain customer loyalty and drive business growth.

Growth Opportunities:

• Technical Growth: Develop expertise in Explorance's software solutions, gain experience with system integration, and expand knowledge of web technologies and cloud offerings.
• Leadership Growth: Demonstrate strong performance, take on mentoring responsibilities, and contribute to process improvement initiatives to position oneself for a leadership role within the Customer Support team or other departments.
• Career Transition: Leverage the gained experience and skills to transition into other roles within the company, such as Product Management, Technical Support Management, or Software Development.

📝 Enhancement Note: While this role is focused on customer support, there are opportunities for technical growth, leadership development, and career transitions within the company, depending on the individual's performance and interests.

🌐 Work Environment

Office Type: Explorance offers a remote-friendly work environment, with the option to work from home or in one of their offices in Beirut, Montreal, or London.

Office Location(s): Beirut, Lebanon; Montreal, Canada; London, UK

Workspace Context:

• Remote Work: Explorance provides the necessary tools and resources for remote employees to work effectively from home, including access to virtual collaboration platforms and communication tools.
• On-site Work: The company's offices offer collaborative workspaces, with access to multiple monitors and testing devices to support web development and server administration tasks.
• Team Interaction: Explorance fosters a collaborative work culture, with regular team meetings and cross-functional collaboration to ensure customer satisfaction and maintain high-quality software solutions.

Work Schedule: Full-time, with the requirement to work outside of "normal" business hours, including evenings, nights, weekends, and a 24/7 pager/on-call rotation.

📝 Enhancement Note: Explorance's remote-friendly work environment offers flexibility and the opportunity to work from home or in one of their offices, with a focus on collaboration and customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit, with a focus on customer service and problem-solving abilities.
2. Technical Assessment: A hands-on technical assessment, focusing on SQL/Oracle Database querying, MS Excel, and customer support scenarios.
3. Final Interview: A face-to-face or video interview with the hiring manager and/or team members to discuss the candidate's fit for the role, technical skills, and career aspirations.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

• Brush up on SQL/Oracle Database querying and MS Excel skills.
• Review customer support best practices and problem-solving techniques.
• Familiarize oneself with Explorance's products and services.

ATS Keywords: (N/A)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's customer service skills, technical proficiency, and cultural fit, with a strong emphasis on problem-solving and communication abilities.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: As this role is focused on customer support and does not involve web development or server administration, there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

• Exceptional Customer Service: Prioritize customer satisfaction and go above and beyond to resolve customer issues promptly and effectively.
• Continuous Improvement: Regularly seek feedback, identify areas for improvement, and implement changes to enhance the customer support process and product offerings.
• Collaboration: Work closely with internal teams, including Product, Development, and Quality Assurance, to ensure customer satisfaction and maintain high-quality software solutions.
• Problem-Solving: Demonstrate strong analytical problem-solving skills and a proactive approach to identifying and resolving customer issues.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with internal teams to address customer issues, gather feedback, and contribute to process improvement initiatives.
• Peer Support: Collaborate with team members to share knowledge, troubleshoot complex issues, and maintain high-quality customer support standards.
• Regular Communication: Maintain open lines of communication with customers, internal teams, and management to ensure customer satisfaction and drive business growth.

📝 Enhancement Note: Explorance's customer support team values exceptional customer service, continuous improvement, and collaboration, with a focus on driving customer satisfaction and business growth through effective problem-solving and communication.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Customer Inquiries: Handle complex customer inquiries and problems, requiring strong analytical problem-solving skills and a proactive approach to issue resolution.
• Meeting SLAs: Ensure that customer issues are resolved promptly and efficiently, meeting or exceeding service level agreements (SLAs).
• System Integration: Investigate issues with customer IT systems such as SSO, LMS, SIS, HRIS, and provide basic technical and web application training to new customers when required.

Learning & Development Opportunities:

• Technical Skill Development: Expand knowledge of Explorance's software solutions, web technologies, and cloud offerings through on-the-job training, workshops, and online resources.
• Career Development: Leverage performance reviews, mentoring opportunities, and career development plans to identify areas for growth and advancement within the company.
• Industry Connections: Attend industry conferences, webinars, and workshops to network with peers, learn about emerging trends, and enhance professional skills.

📝 Enhancement Note: The technical challenges and learning opportunities for this role focus on developing strong customer support skills, expanding technical knowledge, and driving career growth within the company.

💡 Interview Preparation

Technical Questions:

• SQL/Oracle Database Querying: Prepare for SQL/Oracle Database querying and MS Excel questions, focusing on data manipulation, aggregation, and analysis.
• Customer Support Scenarios: Familiarize oneself with common customer support scenarios, troubleshooting techniques, and best practices for issue resolution.
• Problem-Solving: Brush up on problem-solving techniques, logical reasoning, and critical thinking skills to tackle complex customer inquiries and technical challenges.

Company & Culture Questions:

• Customer Support Philosophy: Research Explorance's customer support philosophy and be prepared to discuss how one's approach aligns with the company's values and priorities.
• Team Dynamics: Understand the structure and dynamics of the customer support team, and be ready to discuss how one's skills and experience can contribute to the team's success.
• Customer Feedback: Prepare examples of how one has gathered and acted upon customer feedback to improve products, services, or processes in previous roles.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: The interview preparation for this role focuses on assessing the candidate's technical proficiency, problem-solving skills, and cultural fit, with a strong emphasis on customer service and communication abilities.

📌 Application Steps

To apply for this Customer Support Analyst position:

1. Submit your application through the application link provided.
2. Customize your resume and portfolio to highlight relevant customer support experience, technical skills, and achievements.
3. Prepare for the phone/video screen, technical assessment, and final interview by reviewing customer support best practices, problem-solving techniques, and Explorance's products and services.
4. Research Explorance's company culture, values, and customer support philosophy to ensure a strong cultural fit and alignment with the company's priorities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.