Support Consultant - Transportation (Hybrid Work Schedule)

Quorum Software; Bogotá; Híbrido; COP 91.227.558 - 127.718.581; Jornada completa

Descripción de la vacante

Quorum Software is looking for a Support Consultant in Bogotá, Colombia. This hybrid position involves managing customer issues and collaborating with global teams to ensure satisfaction. Ideal candidates will have a degree, software support experience, and strong problem-solving skills.

Responsibilities include resolving issues, creating knowledge base documents, and providing excellent customer service in a fast-paced environment. Candidates with a background in Oil and Gas are encouraged to apply.

Formación

• Bachelor's degree or higher, preferably in Accounting, Computer Science, or Engineering.
• Minimum of 1 year of software solution support experience.
• Strong written and verbal English communication skills.
• Foundational knowledge of SQL and ability to learn quickly.
• Familiarity with IT Service Management tools.

Responsabilidades

• Manage a backlog of customer issues and ensure positive customer experience.
• Collaborate with global teams to resolve customer issues.
• Curate resolved issues into a knowledge base system.
• Provide after-hours support for critical issues as required.
• Set achievable goals and maintain commitment in challenging situations.

Conocimientos

Problem-solving skills

Customer service

Effective communication

Active listening

Conflict resolution

Educación

Bachelor's degree or above in relevant fields

Herramientas

Salesforce

ServiceNOW

JIRA

ADO

Microsoft Office Suite

Descripción del empleo

Support Consultant - Transportation

Location: Bogota, Colombia

Work Hours: 8:00AM - 5:00PM, 12:00PM - 9:00PM Central Standard Time (Monthly Rotation)

Model of Work: Hybrid

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, both written and verbal.

Candidates with experience in the Oil and Gas industry are encouraged to apply.