Support Consultant - Midstream Applications (Hybrid Work Schedule)

at  Quorum Software

REQUIREMENTS

• Candidates must possess a bachelor’s degree or above. Preferred candidates usually have degrees in areas like Accounting, Computer Science, Engineering, or similar fields.
• A minimum of 1 year of experience in providing software solution support is required for this position
• Excellent written and verbal communication skills in English
• Candidates must possess a foundational understanding of SQL or demonstrate the ability to rapidly attain proficiency. The ideal candidate will demonstrate the ability to analyze data in SQL and read C++ or C# code to grasp the logic behind processes for effective troubleshooting.
• Familiarity with IT Service Management tools such as Salesforce, ServiceNOW, JIRA, and ADO to effectively manage Customer Service Management engagements.
• Proficiency in Microsoft Office Suite
• Fluent in English, both written and verbal

• Responsible for managing a backlog of customer issues, including the ticket’s life cycle, which includes issue triage, documenting software defects, testing, offering resolution guidance and ensuring a positive customer experience by delivering on SLA timelines.
• Collaborate effectively with global cross-functional teams, including products, engineering, etc. to resolve customer issues.
• Responsible for taking resolved customer issues and curating them into a knowledge base system
• Ability to set achievable goals and deadlines and maintain a commitment to achieving goals in the face of obstacles and frustrations
• Responsible for providing both periodic after-hours support for critical issues and participating in a formal on-call rotation
• And other duties as assigned