Customer Engagement Engineer

hace 2 meses

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

Overview

The Customer Success Engineer (CSE) plays a pivotal role in fostering relationships with both new and existing clients by managing their integration into our software solutions. This position is integral to delivering exceptional support and training, ensuring clients maximize their use of our products. The ideal candidate possesses strong technical acumen, outstanding communication abilities, and a solid background in project management, particularly within the upstream oil and gas sector. The CSE is tasked with client consultation, implementation for new customers, technical troubleshooting, and training for new users.

The Customer Success Engineer, Level I serves as the first point of contact for software support for our On Demand Accounting clients.

Responsibilities

  • Facilitates the onboarding process for clients transitioning to our On Demand platform from previous systems, as well as new clients.
  • Manages initial case intake via phone and email communications.
  • Provides first-level support for On Demand clients, addressing basic inquiries and guiding clients through the software.
  • Engages with customers to deliver and gather information regarding inquiries, concerns, and requests related to our services.
  • Escalates complex issues to higher-tier support as necessary.
  • Alerts Support Leadership to potential client challenges to ensure timely resolution.
  • Maintains comprehensive client records in Salesforce, documenting all interactions.
  • Develops and updates product documentation and online training resources.
  • Conducts entry-level Quality Assurance testing for software development.
  • Creates and maintains Standard Operating Procedures for troubleshooting technical issues.
  • Participates in training sessions focused on oil and gas accounting.
  • Actively seeks opportunities to enhance personal knowledge of our software applications.
  • Remains informed about system updates and changes.
  • Performs additional duties as assigned.

Requirements

  • Bachelor's degree in Accounting or Finance from an accredited institution, or 2 years of relevant industry experience.
  • Proficient in personal computer applications, including Salesforce, email, record management, and standard office software.
  • Strong analytical skills with the ability to interpret business publications, technical manuals, and regulatory guidelines. Capable of drafting reports and business correspondence.
  • Competent in performing calculations related to discounts, interest, and other financial metrics.
  • Ability to identify problems, gather data, and draw valid conclusions based on analysis.
  • Fluent in English, both written and spoken.

Preferred Skills

  • In-depth knowledge of oil and gas accounting principles is preferred.
  • Experience with OGsys software is advantageous.

Additional Details

  • Background Check: Candidates must successfully complete a series of background checks.
  • Visa Sponsorship: Employment eligibility in the designated region is required, as the company does not provide visa sponsorship for this role.
  • Professional Registration: Candidates may need to present relevant professional registration if applicable.
  • Medical Examination: A medical examination may be required prior to employment commencement, in accordance with local regulations.

Please submit your CV/Resumé in English. Only applications received in English will be considered.

About Quorum Software
Quorum Software connects individuals and information across the energy value chain. With a history of innovation, we have developed software solutions that support various roles within the energy sector. Our commitment to enhancing business workflows is evident in our dedication to providing reliable data and integration capabilities. For more information, visit our website.

Diversity Statement : At Quorum, we are dedicated to promoting a culture of diversity, equity, and inclusion. We strive to create an environment where a diverse group of talented individuals can thrive and contribute their best work. Our commitment to equality encompasses all aspects of diversity, including race, gender, sexual orientation, religion, and more.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to any protected characteristic.

Applicants requiring reasonable accommodation during the application or interview process should notify a member of the Human Resources Department.

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