AI-Enhanced Support Consultant

Quorum Software; Houston (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Quorum Software seeks a Support Consultant to join a global team delivering exceptional client support. You will handle issues end-to-end, collaborate with product, engineering, and customer success, and contribute to knowledge base content while applying AI tools to improve efficiency.

The role emphasizes growth, analytical thinking, and proactive communication, with hybrid work in Houston and after-hours on-call coverage as needed.

Qualifications

• Bachelor's degree or higher, preferably in Accounting, Computer Science, Engineering, or a related field.
• Minimum 1 year of experience in software support or a client-facing technical role.
• Strong written and verbal English communication skills.
• Foundational SQL knowledge, or ability to build that proficiency quickly.
• Familiarity with IT Service Management tools such as Salesforce, ServiceNow, JIRA, and ADO.
• Proficiency in Microsoft Office Suite.
• Fluent in English, both written and verbal.

Responsibilities

• Manage a case load of customer issues across their full lifecycle: triage, documentation, investigation, resolution guidance, and customer communication, with a consistent focus on proactive updates and SLO adherence.
• Collaborate with cross-functional teams (product, engineering, customer success) to drive resolution and communicate status to customers throughout the process.
• Contribute to the knowledge base by translating resolved cases into reusable documentation and identifying patterns that can improve the team's response to common issues.
• Apply AI tools and analytical thinking to investigate and resolve issues more efficiently.
• Identify process gaps and improvement opportunities in daily work and bring those observations forward in a specific and actionable way.
• Set realistic timelines, communicate proactively when circumstances change, and follow through on commitments to customers and teammates.
• Participate in after-hours and on-call coverage for critical issues as scheduled.
• And other duties as assigned.

Skills

Communication skills

SQL basics

Analytical thinking

AI tooling awareness

Education

Bachelor's degree or higher (Accounting/CS/Engineering/related)

Tools

Salesforce

ServiceNow

JIRA

ADO

Job description

Quorum Software seeks a Support Consultant to join a global team delivering exceptional client support. You will handle issues end-to-end, collaborate with product, engineering, and customer success, and contribute to knowledge base content while applying AI tools to improve efficiency.

The role emphasizes growth, analytical thinking, and proactive communication, with hybrid work in Houston and after-hours on-call coverage as needed.