Senior Support Consultant; Hybrid Model

Senior Support Consultant

Location:

Houston, TX

Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since 1998, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software, data standards, and integration.

The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.

Are you excited by challenges?

Do you enjoy working in a fast-paced, international and dynamic environment?

Then now is the time to join Quorum Software, a rapidly growing company and industry leader in oil & gas transformation.

• 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, Web Ex, 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

• 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

• Background Check:
  The successful candidate will need to successfully complete the following clearances:
  Criminal History Check, Education Verification, Employment…