Technical Support Specialist

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Quorum Software A tiempo completo

About the Role

Quorum Software is seeking a highly motivated Technical Support Specialist to join our team in Colombia. As a key member of our support team, you will be responsible for providing timely and effective solutions to complex business problems through troubleshooting, triaging, and testing of our energy-specific software applications.

Key Responsibilities

  • Assess and troubleshoot customer-reported issues, identifying and documenting software defects within SLA timelines.
  • Collaborate 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 master data management solutions.
  • Ensure customers have a positive experience by driving timely first response, customer updates, and support resolutions.
  • Document assigned incidents, including internal and external communications.
  • Curate resolved customer issues into a knowledge base system for self-service.
  • Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibility.
  • Work effectively with global cross-functional teams.
  • Provide periodic after-hours on-call support for critical issues.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, Mathematics, Petroleum Engineering, or equivalent.
  • 0-2 years of experience in delivering solution support or solution implementation.
  • 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 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 an added advantage.
  • Basic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions, and Escalations.
  • Basic knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc.) to manage Customer Service Management engagements.
  • Proficient in Microsoft Office products.
  • 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.

Salary

We offer a competitive salary range of $45,000 - $60,000 per year, depending on experience.

Benefits

Quorum Software offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

About Quorum Software

Quorum Software connects people and information across the energy value chain. We help 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.

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