Technical Support Consultant L3

Velozient; Teletrabalho; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading nearshore software company is seeking a remote, full-time Technical Support Consultant to join its U.S. client operations team. The ideal candidate will have 3 to 5 years of software support experience and exceptional customer service skills. Responsibilities include delivering Level 3 support, managing incidents, and ensuring customer retention. This role requires excellent English skills, SQL knowledge, and the ability to handle an on-call rotation. Join a dynamic team in a vibrant startup environment!

Serviços

15 days Paid Time Off (PTO)

1 floating day

3 sick days

Designated national holidays

Qualificações

• 3 to 5 years of Level 3 software support experience.
• Must be available for an on-call rotation.
• Ability to work U.S. CST business hours.

Responsabilidades

• Deliver Level 3 customer support for software products.
• Triage reported incidents and manage a support queue.
• Help secure existing revenue through customer retention.

Conhecimentos

Excellent English verbal and written skills

Basic to intermediate SQL skills

Proficiency in using Microsoft Office Suite

Advanced problem-solving skills

Ability to triage and actively manage a support queue

Innate passion for customer service

Dependability and ability to manage tasks

Trustworthy, team-oriented, and transparent

Formação académica

Bachelor's degree or equivalent experience

Descrição da oferta de emprego

We are looking for a remote, full-time Technical Support Consultant with 3 to 5 years of software support experience to join the client operations team of our U.S. client. You will play a critical role in ensuring our client's software lives up to its world‑class reputation. Our client provides a cloud‑based, ERP platform to hundreds of energy industry customers delivering market‑leading field service management, field data gathering, transportation, production, accounting, and land software solutions. Backed by private equity, our client accelerates business performance, improves operational efficiency, and reduces costs.

Responsibilities

• Deliver Level 3 customer support for our client's industry‑leading software products
• Triage reported, end‑user customer incidents
• Work technical issues and support the direct client feedback loop process
• Help secure existing revenue by means of customer retention
• Provide incident queue management
• Utilize troubleshooting skills
• Help manage complex issues and drive escalations to resolution
• Build and demonstrate cross‑application knowledge among the client's core application modules
• Push the client's software to the limit, making sure it is efficient, intuitive, and best‑in‑class
• Gain experience in the oil and gas industry; including economic, accounting, and finance knowledge

Required Experience

• Excellent English verbal and written skills
• 3 to 5 years of Level 3 software support experience
• Basic to intermediate SQL skills
• Proficiency in using Microsoft Office Suite
• A drive to continue learning in the energy business and the client's software
• Advanced problem‑solving skills
• Ability to triage and actively manage a support queue
• Innate passion for customer service
• Dependability and ability to manage as well as prioritize concurrent tasks
• Must be available for an on‑call rotation
• Ability to work U.S. CST business hours
• Must be a self‑starter and resourceful
• Ability to work independently or as part of a team
• Proven experience working effectively in a vibrant, dynamic startup environment
• Trustworthy, team‑oriented, and transparent

Desired Experience

• Bachelor's degree or equivalent experience
• Experience creating manuals, training documentation, and interactive training materials for software applications
• Experience providing software support and troubleshooting for SaaS applications
• Experience in reproducing issues in a test environment prior to production deployment
• Experience in the Software Development Lifecycle (SDLC)
• Experience with oil and gas revenue accounting, gas processing, crude / gas / NGL transportation, or related fields

Additional Information

Knowing your ideas are heard and matter think big!

You get to own your job and be recognized for your contributions

Work with smart and creative people

Making mistakes is human. Lets learn from them. Be transparent!

We recognize you as an individual no presumptions or judgment. Be the extraordinary you!

15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays

Start : ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent that enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast‑paced, dynamic team environment. We are focused on providing world‑class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team!