HOW WE WORK

At Explorer Software, we provide cutting-edge software solutions through our Eclipse ERP and Evolution service management platforms. These tools empower contractors in both the construction and trade/field service sectors to manage their businesses more efficiently, streamline operations, and drive greater profitability.
Our software serves a wide range of industries, including heavy civil, highway, specialty, and general contractors. With a focus on real-time data and innovative tools, we help contractors stay ahead in today’s competitive market.

POSITION OVERVIEW

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.

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.

• 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.