Explorer Software Inc. is looking for a skilled and customer-focused Software Support Specialist to deliver world-class service experiences to our construction ERP customers. You will serve as a key part of our Support Team, helping customers resolve technical issues, optimize system usage, and build long-term satisfaction with our software products.
This is a fully remote, full-time position suited for a proactive, flexible individual with strong communication and troubleshooting skills. You’ll work with a collaborative team that values responsiveness, expertise, and dedication to customer success.
Key ResponsibilitiesCustomer Support & Troubleshooting
- Provide responsive, professional ticket and phone-based support to Explorer Software users.
- Resolve technical issues and address inquiries related to our ERP products, focusing on timely and accurate resolutions.
- Identify the most effective path to solve a customer’s issue based on context and system knowledge.
- Educate users on system functionality based on Explorer’s default configuration.
Collaboration & Communication
- Communicate clearly and effectively with customers and internal team members.
- Escalate complex issues to technical or product teams as appropriate.
- Contribute to a collaborative support environment using swarm techniques for complex or urgent issues.
Knowledge Management & Continuous Learning
- Document frequently asked questions and known issues using internal knowledge bases.
- Stay current on new product features and ERP updates.
- Support efforts to enhance documentation and contribute to customer enablement materials.
Preferred Qualifications
- Experience: Minimum 2 years of customer support experience, and 1+ year of accounting or finance-related work experience.
- Accounting Knowledge: Familiarity with Accounts Payable, Accounts Receivable, General Ledger/Sub-Ledger workflows, and basic financial reporting (e.g., Balance Sheets, Operating Statements).
- ERP/Software: Prior experience with ERP or accounting software; knowledge of Explorer Software Eclipse is a strong asset.
- Support Tools: Experience with ticketing systems (e.g., Zendesk or similar platforms) and Microsoft tools like Outlook, Excel, Word, and Teams.
- Communication Skills: Strong verbal and written communication skills with a focus on discovery, active listening, and resolution.
What We Offer
- Remote Work – Always*
- Work-from-home with no commute, no fossil fuels and no greenhouse gas emissions. Have more time for your family with a better work-life balance. We’ve been fully remote for over a decade and support team members across Canada, the U.S., Costa Rica, and Mexico.
- Competitive Compensation
Full-time, permanent position
- $58,000 - $70,000/year, based on experience
- Excellent Benefits
- Health, dental, and vision insurance
- Life and disability insurance
- Paid time off (vacation + sick days)
- 401(k) with matching or RRSP
- Tuition reimbursement and health savings/flexible spending accounts
- Tech & Tools Provided
- Company laptop, headset, and hardware
- High-speed internet paid for by us
- Inclusive & Flexible Work Culture
- Be part of a supportive, diverse team of the best and brightest programming, training, and technical support professionals who serve customers across North America and Internationally.
To Apply
If you are interested in applying for this position, please use our online application process below: https://www.explorer-software.com/careers#open-positions
Job Type: Full-time
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home
Experience:
- Customer service/Support: 2 years (Required)
- Accounting: 1 year (Required)
- accounting software: 1 year (Required)
Work Location: Remote
