Support Consultant - Midstream Support Team (Hybrid Work Schedule)

Quorum Software

  • Pune, Maharashtra Bangalore, Karnataka
  • Permanent
  • Full-time
  • 1 month ago
Support Consultant – Midstream Support TeamLocation: Pune, India or Bangalore, IndiaWork Hours: 6:00AM - 3:00PM CENTRAL STANDARD TIMEModel of Work: HybridAbout Quorum SoftwareQuorum 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, visitBe a part of our legacyQuorum 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. Act as first point of contact to Quorum’s Oil & Gas customers and provide support on 24x7 basis.
  • 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
  • Escalation of issues to senior team members and leads as per the escalation matrix in business hours and on-call matrix in non-business hours
  • Monitoring alerts, driving resolution, and escalating to Sr. L2 as outlined in the SOP
  • 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 Salesforce Service Cloud, email, telephone, 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
  • Up to 3 year(s) of working experience in delivering solution support or solution implementation is required for this position
  • Basic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
  • Basic knowledge of ticket management workflows and best practices, including their application to customer support, ticket resolution, and escalation processes
  • Basic knowledge of IT Service Management Tools (Salesforce, ServiceNow, JIRA, ADO, etc.) to manage Customer Service Management engagements
  • Proficient in Microsoft Office products
  • Basic understanding of software development with good technical skills; must have experience with PL/SQL and Oracle Reports
  • 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
Nice to Have:
  • Familiarity with additional technologies such as .Net, Java, Perl, or Shell scripting
  • Familiarity with ITIL framework or certification
  • Basic foundational knowledge or experience in Oil and Gas industry concepts or workflows
  • Basic understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
Additional Details
  • Visa Sponsorship: Employment eligibility to work with Quorum Software in India is required as the company will not pursue visa sponsorship for this position.
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, ancestry, veteran status, disability, genetic information, or any other basis protected by law.Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department

Quorum Software