Product Support Specialist

Join a Montreal headquartered 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.

The Product Support Specialist role will provide support to Metrics That Matter (MTM) existing clients via deep understanding of MTM functionality, including answering client questions via email or scheduled calls over Microsoft Teams/Zoom. In addition, this role will deliver in the moment functionality overviews to existing clients to help strengthen client platform understanding.

The objective of this role is to provide a deeper level tactical and operational guidance to clients via ad hoc support calls as well as scheduled training sessions.  Examples of the types of issues that the Product Support Specialist will provide would be functional, including: setting up surveys, class scheduling, creation of dashboards, distribution of dashboards, running reports, etc. The Product Support Specialist will also free up the Client Success Managers (CSM), who otherwise would be providing these training services to clients. 

Explorance is intending on releasing a version of MTM (MTM Essential) for smaller employee organizations who have less sophisticated needs.  These clients will not have a CSM and will be utilizing the services of the Product Support Specialists to help with their post deployment operational questions.

This position will be staffed in the Explorance offices in Jordan.

This position will report to the Head of MTM Customer Experience who is based in the United States.

Requirements

• Proficient English and French language skills
• Technical knowledge and comfort
• Ability to quickly learn MTM functions
• Clear communication skills (writing and speaking), keeping in mind that they will be speaking with clients from multiple countries and cultures
• Ability to work independently
• Ability to work flexible hours to support clients in different time zones across the world

Other Requirements

• Only apply if you are a Amman (or surroundings) resident that is interested in being part of a vibrant and highly engaged at-the-office culture.

At Explorance, we take inclusion to heart and live it each day. We put the ‘human’ first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check.

About Explorance
Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, encouraging the philosophy of “Feedback for the brave” to driven purpose, impact, and growth. Bringing 20 years of expertise, Explorance, a member of the World Economic Forum and a trusted partner for 35% of Fortune 100 companies and 25% of the world’s top higher education institutions, has influenced over 25 million individuals with award-winning solutions like Blue, Metrics That Matter, and MLY. Consistently among the top employers by the Great Places to Work Institute®, Explorance, a Brandon Hall AI award winner, is also a two-time Global Leader in the 360-degree feedback market by Fortune Business Insights. Visit explorance.com or connect on LinkedIn, Facebook, and X.