Support Consultant (Hybrid Work Schedule)

Job Description

Support Consultant Location: Pune, India 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. 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 incidentsParticipate in the configuration, enhancement, and testing phases associated with software changesEscalation of issues to AM & OM L2 as per SOP and on-call matrix. Alert monitoring, resolution & escalation to L2 as per 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 resolutionsEnsure proper documentation of assigned incidents, including internal and external communicationsResponsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serveRespond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams, with end-to-end responsibilityAbility to work effectively with global cross-functional teamsResponsible for periodic after hours on call support for critical issuesEnsure successful completion of personal and team deliverablesOther 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 equivalentUp to 3 year(s) of working experience in delivering solution support or solution implementation is required for this positionBasic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applicationsBasic understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or ShellBasic understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantageBasic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plusBasic knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagementsProficient in Microsoft Office productsCandidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to applyStrong proficiency in writing and verbal communication to stakeholders in EnglishStrong interpersonal skillsA sense of urgency about solving problems and attaining favorable resultsAbility to set achievable goals and deadlines and maintain commitment to achieving goals in the face of obstacles and frustrationsA team player and enjoy working in a multi-cultural environment 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. 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