Support Associate - Energy Components (Hybrid)

at  Quorum Software

REQUIREMENTS

• Candidate must possess at least a bachelor’s degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics, Petroleum Engineering or equivalent
• 0 - 1 year of working experience in delivering solution support or solution implementation is required for this position
• Moderate experience in PL/SQL. Understanding of data structures and execution of “select, update & delete” statements.
• 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, 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
• Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
• 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
• Fluent in English, both written and verbal to be able to interact with English speaking clients
• Willingness to work on shifts in support of 24 hours / 7 day operations

• 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
• Responsible 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.