Support Consultant (Hybrid Work Model)

Quorum Software•Houston, TX

9d•Hybrid

About The Position

This individual will be a member of a team focused on providing technical support and timely, effective solutions to complex business problems through the troubleshooting, triaging, and testing of our Upstream software applications. The individual should have a strong desire for continuous learning and growth of technical and functional skills with the aspiration to leverage these skills to provide a positive customer experience. The role requires extensive interactions with customers via written and verbal communications.

Requirements

Candidate must possess at least a bachelor’s degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics or equivalent
Up to 3 year(s) of working experience in delivering solution support or solution implementation is required for this position
Basic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
Basic understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
Basic understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
Basic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plus
Basic knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagements
Proficient in Microsoft Office products
Strong proficiency in writing and verbal communication to stakeholders in English
Strong interpersonal skills
A sense of urgency about solving problems and attaining favorable results
Ability to set achievable goals and deadlines and maintain commitment to achieving goals in the face of obstacles and frustrations
A team player and enjoy working in a multi-cultural environment

Nice To Haves

Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply

Responsibilities

Responsible for the triage of customer reported issues, identifying, documenting and configuration recommendations of software defects within SLA timelines
Work closely with our product and engineering teams to provide detailed problem descriptions of customer incidents
Participate in the configuration, enhancement, and testing phases associated with software changes
Implement and support of master data management solutions
Ensure our customers have a positive experience by driving timely first response, customer updates and support resolutions
Ensure proper documentation of assigned incidents, including internal and external communications
Responsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serve
Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibility
Ability to work effectively with global cross-functional teams
Responsible for periodic after hours on call support for critical issues
Ensure successful completion of personal and team deliverables
And other duties as assigned.