Senior Support Consultant (Hybrid Work Model)

Quorum Business Solutions; Houston (TX); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Quorum Software is seeking a Senior Support Consultant in Houston to triage and troubleshoot customer-reported issues, collaborating with product and engineering to describe incidents in detail. The role includes participating in configuration, enhancements, and testing, supporting master data management, and delivering timely updates to customers.

The candidate will contribute to a knowledge base, ensuring a positive customer experience while working with global teams in a hybrid work model.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Mathematics or equivalent.
• 3–5 years in delivering solution support or solution implementation.
• Strong technical ability to diagnose, troubleshoot, and fix software defects.

Responsibilities

• Triage customer-reported issues and document configuration recommendations within SLA.
• Collaborate with product and engineering to describe incidents in detail.
• Participate in configuration, enhancement, and testing of software changes.
• Support master data management solutions.
• Maintain timely customer updates and resolutions with clear communications.
• Create knowledge base articles from resolved incidents for self-service.

Skills

Strong communication

Interpersonal skills

Team player

Ability to work with cross-functional/

Education

Bachelor's in IT/Computer Science

Post Graduate Diploma/Professional Degree

Tools

Jira

Salesforce Service Cloud

ServiceNow

Azure DevOps (ADO)

PL/SQL

Job description

Senior Support Consultant

Location: Houston, TX

Model of Work: Hybrid

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

Be a part of our legacy

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, 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.

Who we are looking for:

Are you excited by challenges?Do you enjoy working in a fast-paced, international and dynamic environment?Then now is the time to join Quorum Software, a rapidly growing company and industry leader in oil & gas transformation.

What You Will Do:

• Responsible for the triage of customer reported issues, identifying, documenting and configuration recommendations of software defects within SLA timelines
• Work closely with our product and engineering teams to provide detailed problem descriptions of customer incidents
• Participate in the configuration, enhancement, and testing phases associated with software changes
• Implement and support of master data management solutions
• Ensure our customers have a positive experience by driving timely first response, customer updates and support resolutions
• Ensure proper documentation of assigned incidents, including internal and external communications
• Responsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serve
• Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibility
• Ability to work effectively with global cross-functional teams
• Responsible for periodic after hours on call support for critical issues
• Ensure successful completion of personal and team deliverables
• And other duties as assigned

What to Bring:

• Candidate must possess at least a bachelor's degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics or equivalent
• 3 to 5 year(s) of working experience in delivering solution support or solution implementation is required for this position
• Strongtechnical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
• Strong understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
• Strongunderstanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
• Strong knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plus
• Strong knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagements
• Proficient in Microsoft Office products
• Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
• Strong proficiency in writing and verbal communication to stakeholders in English
• Strong interpersonal skills
• A sense of urgency about solving problems and attaining favorable results
• Ability to set achievable goals and deadlines and maintain commitment to achieving goals in the face of obstacles and frustrations
• A team player and enjoy working in a multi-cultural environment

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 the United States 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.

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

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.