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
Qualifications and Experience Requirements:
- 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
What We Offer
– 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.
– Full-time, permanent position
– CAD $58,000–$70,000 / USD $58,000–$70,000, based on experience
– Dental and vision care
– Disability and life insurance
– Extended health care and wellness program
– Paid time off (vacation + sick days)
– RRSP matching
– 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.
To Apply
If you are interested in applying for this position, please use our online application process using the link below.
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
Qualifications and Experience Requirements:
- 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
What We Offer
– 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.
– Full-time, permanent position
– CAD $58,000–$70,000 / USD $58,000–$70,000, based on experience
– Dental and vision care
– Disability and life insurance
– Extended health care and wellness program
– Paid time off (vacation + sick days)
– RRSP matching
– 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.
To Apply
If you are interested in applying for this position, please use our online application process using the link below: https://www.explorer-software.com/careers#open-positions
Job Type: Full-time
Pay: $58,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Remote
