REQUIREMENTS

• University Degree, preferably B.Sc. in Engineering, Computer Science or Business
• 1-2 years professional experience in a software support environment and/or 1-2 years in an upstream oil and gas technical role
• Working knowledge of a logistics or supply chain platform is desirable
• Proficient in Microsoft Office products
• Familiarity with Excel, VBA, SQL and relational databases
• Service oriented, team centered attitude
• Strong technical skills, with an ability to think through details and methodically troubleshoot client problems
• Excellent verbal and written communication skills
• Strong listening skills
• A sense of urgency about solving problems and attaining favorable results
• Excellent organizational skills and the flexibility to manage multiple priorities
• Ability to work effectively with cross-functional teams and global teams
• Ability to set achievable goals and deadlines and maintain commitment to achieving goals in the face of obstacles and frustrations.
• Fluent in English, both written and verbal

• Ensure our clients get fast and accurate product support. Initially, your focus will be supporting our DaWinci (logistics/supply chain) product, with opportunity for expansion to our other products
• Respond to and resolve client incidents via Fresh Desk, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibility
• Follow technical support practices in the areas of quality, knowledge centered support and resolution timeframes while continuing to investigate new innovative ways for improving processes
• Achieve customer care metrics on first response and average resolution times to ensure a positive customer experience
• Build client relationships and lead multi-level conversations within an organization
• Collaborate with internal Quorum Software teams, such as development and consulting, to escalate and resolve client issues
• Contribute to and conduct internal and external training for product and specialty learning, including video production
• Contribute to our knowledge base by identifying and documenting common issues along with the steps to resolution.
• And other duties as assigned.