Bachelor's degree or higher in IT, Computer Science, or Mathematics.
3 to 5 years of experience in solution support or implementation.
Technical expertise in troubleshooting and fixing software issues.
Understanding of software development using technologies such as .Net, Java, or PL/SQL.
Familiarity with Cloud infrastructure services, particularly AWS and Azure.
Knowledge of ITIL concepts and service management tools like Salesforce or JIRA.
Strong communication and interpersonal skills, with a focus on customer service.
Responsibilities
Triage and document customer-reported issues, providing configuration recommendations.
Collaborate with product and engineering teams on customer incident descriptions.
Participate in software change testing and enhancement phases.
Implement and support master data management solutions.
Maintain open communication with customers for issue resolution and updates.
Document assigned incidents accurately for internal and external use.
Curate resolved issues into a knowledge base for customer self-service.
Benefits
Hybrid work model allowing flexibility between office and remote work.
Collaborative work environment with global cross-functional teams.
Opportunity to enhance technical skills in software support and management.
Participation in a process-driven approach to customer service management.
Exposure to cutting-edge technologies and service frameworks.
Full Job Description
Opportunity Details
QRR-4717 Senior Support Consultant (Hybrid Work Model)
Houston, TX
Senior Support Consultant
Location: Houston, TX
Model of Work: Hybrid
What You Will Do:
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
What to Bring:
Candidate must possess at least a bachelor's degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics or equivalent
3 to 5 year(s) of working experience in delivering solution support or solution implementation is required for this position
Strong technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
Strong understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
Strong understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
Strong knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plus
Strong knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagements
Proficient in Microsoft Office products
Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
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
Additional Details
Background Check : The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver's License Verification and passport/ID validation.
Visa Sponsorship : Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
