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Technical Support Specialist

hace 2 meses

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

Overview

This role involves being part of a dedicated team that delivers technical assistance and effective solutions to intricate business challenges through the troubleshooting, prioritization, and evaluation of our energy-focused software applications. The ideal candidate should possess a strong commitment to ongoing learning and enhancement of both technical and functional abilities, aiming to utilize these skills to ensure a positive experience for our clients. The position necessitates extensive communication with customers through both written and verbal channels.

Key Responsibilities

  • Manage the assessment of customer-reported issues, documenting and providing configuration suggestions for software defects within established service level agreements.
  • Collaborate closely with product and engineering teams to deliver comprehensive problem descriptions regarding customer incidents.
  • Engage in the configuration, enhancement, and testing phases related to software modifications.
  • Implement and support master data management solutions effectively.
  • Ensure a positive customer experience by facilitating prompt initial responses, providing updates, and resolving support issues.
  • Maintain thorough documentation of assigned incidents, encompassing both internal and external communications.
  • Curate resolved customer issues into a knowledge base system to empower customers to self-serve.
  • Address and resolve client incidents via various platforms, including Jira, Salesforce Service Cloud, email, and virtual meetings, taking full responsibility for the process.
  • Work efficiently with global cross-functional teams.
  • Provide periodic after-hours on-call support for critical issues as necessary.
  • Ensure the successful completion of personal and team objectives.
  • Perform additional duties as assigned.

Qualifications

  • A bachelor's degree, Post Graduate Diploma, or Professional Degree in Information Technology, Computer Science, Mathematics, or a related field is required.
  • Up to 3 years of experience in delivering solution support or implementation is essential for this role.
  • Basic technical skills in diagnosing, troubleshooting, and resolving code errors within software applications are necessary.
  • A foundational understanding of software development and proficiency in technologies such as .Net, Java, PL/SQL, Perl, or Shell is advantageous.
  • Familiarity with Datacenter & Cloud Infrastructure services (e.g., AWS and Azure) is a plus.
  • Knowledge of ITIL concepts within IT Service Management and their application to customer support and ticket resolutions is beneficial.
  • Experience with IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc.) for managing customer service engagements is preferred.
  • Proficiency in Microsoft Office applications is required.
  • Candidates with experience in the Oil and Gas sector and/or hydrocarbon accounting are encouraged to apply.
  • Strong written and verbal communication skills in English are essential.
  • Excellent interpersonal abilities.
  • A proactive approach to problem-solving and achieving favorable outcomes.
  • Capability to set realistic goals and deadlines while maintaining commitment in the face of challenges.
  • A collaborative team player who thrives in a multicultural environment.
  • Fluency in English, both written and spoken, is mandatory.

Additional Information

  • Background Check: The selected candidate will need to successfully complete various clearances, including Criminal History Check, Education Verification, Employment Verification, Driver's License Verification, and Passport/ID validation.
  • Visa Sponsorship: Employment eligibility to work with Quorum Software in Colombia is required, as the company will not pursue visa sponsorship for this position. The successful candidate must ensure they maintain and renew any necessary visas or permits.
  • Professional Registration: If applicable, the successful candidate must present their professional registration information if the role is regulated.
  • Onboarding Medical: The successful candidate will undergo a medical examination prior to employment, in accordance with Colombian legislation.

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 enhance business workflows, optimizing profitability and growth for energy professionals. Our vision focuses on integrating the global energy ecosystem through cloud-first software, data standards, and seamless integration. We serve over 1,000 companies, providing essential connections that enhance collaboration in the energy sector.

Diversity Commitment : At Quorum, we are dedicated to fostering 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 characteristics that make us unique, and we actively promote diversity in our workforce.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by law.

Reasonable Accommodations : Applicants requiring reasonable accommodations during the application or interview process should notify a member of the Human Resources Department.