Software Support Specialist

Explorer Software is looking for a skilled, customer-focused Software Support Specialist to join our fully remote Customer Support team. In this role, you’ll serve as a trusted resource for our construction ERP customers - helping them resolve technical issues, get the most out of their software, and feel genuinely supported at every stage. You’ll work alongside a collaborative team that values responsiveness, deep product knowledge, and a commitment to long-term customer success. This is a full-time permanent position suited to a proactive, adaptable professional who communicates clearly, thinks critically, and thrives in a fast-moving support environment.

Areas of responsibility include but are not limited to:

• Provide responsive, professional ticket and phone-based support to Explorer Software customers, resolving technical issues related to our construction ERP products with accuracy and care
• Identify the most effective resolution path for each customer issue based on context and system knowledge, ensuring timely and consistent outcomes
• Educate users on system functionality in line with Explorer’s default configuration, helping customers build confidence and self-sufficiency
• Escalate complex or unresolved issues to technical or product teams as appropriate, with clear documentation of findings
• Contribute to a collaborative support environment, using swarm techniques to address complex or urgent issues as a team
• Document frequently asked questions and known issues in internal knowledge bases to support team efficiency and consistency
• Stay current on new product features and ERP updates, applying that knowledge to improve support quality
• Contribute to customer enablement materials and documentation improvement efforts

Do you have experience in Customer service?, * Minimum 2 years of experience in a customer service or software support role

• Minimum 1 year of accounting experience
• Minimum 1 year of experience working with accounting software
• Strong verbal and written communication skills, with a focus on active listening, discovery, and resolution

Nice to Have:

• Experience with support ticketing systems such as Zendesk or similar platforms
• Proficiency in Microsoft tools including Outlook, Excel, Word, and Teams

$58,000 - $70,000 a year - Full-time, Pulled from the full job description

• Tuition reimbursement
• Tools provided
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, 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

• CAD $58,000-$70,000 / USD $58,000-$70,000, based on experience

• Excellent Benefits

• Dental and vision care

• Disability and life insurance

• Extended health care and wellness program

• Paid time off (vacation + sick days)

• RRSP matching

• Tech & Tools Provided

• Company laptop, headset, and hardware

• High-speed internet paid for by us

• VOIP communication system

• Inclusive & Flexible Work Culture

• Be part of a supportive, diverse team of talented professionals serving customers across North America and internationally., * Dental insurance
• Employee assistance program
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• No weekends