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Technical Support Specialist

hace 2 meses

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

Position Overview

The selected candidate will be an integral part of a dedicated team aimed at delivering exceptional technical assistance and efficient solutions to intricate business challenges through the diagnosis, assessment, and evaluation of our specialized software applications in the energy sector. A strong commitment to ongoing learning and enhancement of both technical and functional expertise is essential, with the goal of utilizing these skills to ensure a superior customer experience. This role necessitates frequent communication with clients through both written and spoken channels.

Key Responsibilities

  • Manage the assessment of customer-reported issues, documenting and recommending configurations for software defects within established service level agreements.
  • Collaborate closely with product and engineering teams to provide comprehensive descriptions of customer incidents.
  • Engage in the configuration, enhancement, and testing processes related to software modifications.
  • Support and implement master data management solutions.
  • Ensure a positive customer experience by delivering prompt initial responses, providing updates, and resolving support issues effectively.
  • Maintain thorough documentation of assigned incidents, including both internal and external communications.
  • Curate resolved customer issues into a knowledge base system to facilitate self-service for clients.
  • Address and resolve client incidents through various platforms, including Jira and Salesforce Service Cloud, maintaining end-to-end responsibility.
  • Work effectively with global cross-functional teams.
  • Provide periodic after-hours on-call support for critical incidents.
  • 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 three years of experience in delivering solution support or implementation is essential for this role.
  • Basic technical skills in diagnosing, troubleshooting, and resolving software application errors are necessary.
  • A foundational understanding of software development and familiarity with technologies such as .Net, Java, PL/SQL, Perl, or Shell is beneficial.
  • Basic knowledge of Datacenter and Cloud Infrastructure services (e.g., AWS and Azure) is an advantage.
  • Familiarity with ITIL concepts in IT Service Management and their application to customer support, ticket resolutions, and escalations is a plus.
  • Understanding of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc.) for managing customer service engagements is preferred.
  • Proficiency in Microsoft Office products is required.
  • Candidates with experience in the Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply.
  • Strong written and verbal communication skills in English are essential.
  • Excellent interpersonal skills.
  • A proactive approach to problem-solving and achieving favorable outcomes.
  • Ability 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 required.

Additional Information

  • Background Check: The successful candidate will need to 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.
  • Professional Registration: If applicable, the successful candidate will need to present their professional registration information if the role is regulated.
  • Medical Examination: The successful candidate will be required to undergo a medical examination prior to starting employment, in accordance with local legislation.

About Quorum Software
Quorum Software connects people and information across the energy value chain. With a commitment to optimizing profitability and growth, Quorum has developed solutions that support various roles within the energy sector. Our vision for the future connects the global energy ecosystem through innovative software and data integration. For more information, visit our website.

Diversity Commitment : At Quorum, we are dedicated to fostering a culture of diversity, equity, and inclusion. We aim to create an environment where a diverse group of talented individuals can thrive and contribute their best work. Our DEI initiatives focus on culture, advocacy, and talent development.

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 and/or interview process should notify a member of the Human Resources Department.