Support Consultant - Midstream (Hybrid Work Model)

Dynamics ATS; Puerto Bogotá; Híbrido; COP 40.000.000 - 65.000.000; Jornada completa

Descripción de la vacante

Quorum Software is seeking a Support Consultant to join a global team delivering exceptional client support in a fast-paced environment.

You will manage a backlog, triage issues, document defects, and work with products and engineering to provide timely fixes. You will also build a knowledge base and participate in an on-call rotation.

Formación

• Bachelor's degree or above required.
• 1 year+ experience in software solution support.
• Excellent written and verbal English communication.
• Foundational SQL knowledge; ability to read C/C++ or C# code for troubleshooting.
• Familiarity with Salesforce, ServiceNow, Jira, and ADO for customer service.
• Proficiency with Microsoft Office.
• Fluent in English and Spanish (written and spoken).

Responsabilidades

• Manage a backlog of customer issues and the ticket life cycle, ensuring SLA adherence.
• Collaborate with product, engineering, and other teams to resolve customer issues.
• Turn resolved issues into knowledge-base articles for self-service.
• Set achievable goals and meet deadlines despite obstacles.
• Provide periodic after-hours support and participate in on-call rotation.
• Perform other duties as assigned.

Conocimientos

SQL basics

C/C++ or C#

English proficient

Spanish proficient

Customer support

ITSM tools awareness

Educación

Bachelor's degree or higher

Herramientas

Salesforce

ServiceNow

Jira

ADO

Descripción del empleo

Support Consultant

Location: Bogota, Colombia

Model of Work: Hybrid

Are you excited by challenges? Do you enjoy working in a fast-paced, international, and dynamic environment which contributes to drive the energy transition? Then now is the time to join Quorum Software, a rapidly growing technology & professional services solutions company and industry leader in energy transformation.

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the energy industry. Throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.

Overview

As a Support Consultant, you will join a highly effective global team known for delivering exceptional client support. This role is perfect for growth-focused individuals. You'll have the opportunity to hone your problem-solving skills while learning about software support best practices as you resolve issues rapidly and efficiently in a fast-paced technical environment. A strong passion for customer satisfaction and a commitment to continuous learning are essential.

Responsibilities

• Responsible for managing a backlog of customer issues, including the ticket's life cycle, which includes issue triage, documenting software defects, testing, offering resolution guidance and ensuring a positive customer experience by delivering on SLA timelines.
• Collaborate effectively with global cross-functional teams, including products, engineering, etc. to resolve customer issues.
• Responsible for taking resolved customer issues and curating them into a knowledge base system
• Ability to set achievable goals and deadlines and maintain a commitment to achieving goals in the face of obstacles and frustrations
• Responsible for providing both periodic after-hours support for critical issues and participating in a formal on-call rotation
• And other duties as assigned.

Core Competencies

• Strong problem-solving skills and an ability to critically analyze complex issues and situations to resolve them promptly and professionally.
• Ability to deliver excellent customer service by taking initiative, demonstrating effective written and verbal communication, and having a strong sense of urgency in achieving positive outcomes.
• Ability to work effectively with internal and external stakeholders to resolve problems. Skilled in active listening, empathy, and conflict resolution, fostering a collaborative and positive work environment.
• Enthusiastic commitment to supporting team members, continuous learning, personal and professional growth

Requirements

• Candidates must possess a bachelor's degree or above. Preferred candidates usually have degrees in areas like Accounting, Computer Science, Engineering, or similar fields.
• A minimum of 1 year of experience in providing software solution support is required for this position
• Excellent written and verbal communication skills in English
• Candidates must possess a foundational understanding of SQL or demonstrate the ability to rapidly attain proficiency. The ideal candidate will demonstrate the ability to analyze data in SQL and read C++ or C# code to grasp the logic behind processes for effective troubleshooting.
• Familiarity with IT Service Management tools such as Salesforce, ServiceNOW, JIRA, and ADO to effectively manage Customer Service Management engagements.
• Proficiency in Microsoft Office Suite
• Fluent in English and Spanish, both written and verbal

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: 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 will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
• Current professional card or registration in Colombia (if applicable): The successful candidate will be required to present their professional card or registration information if the role is deemed to be regulated.
• Onboarding Medical: The successful candidate will be required to undergo an onboarding medical examination prior to commencement of employment, in accordance with Colombian legislation.

About Quorum Software

Quorum Software connects people and information across the energy value chain. Twenty years ago, we built the first software for gas plant accountants. Pipeline operators came next, followed by land administrators, pumpers, and planners. Since 1998, Quorum has helped 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. The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.

Quorum Diversity Statement

At Quorum, we are committed to fostering, cultivating, and preserving a culture of belonging. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. With a diverse team of employees, we grow and learn better together. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race, gender, sexual orientation, age, religion, ethnicity, national origin, ability, neurodiversity and all the other characteristics that make us unique.

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 federal, state, or local law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department