Support Consultant (Hybrid)

About the role

Quorum Software, a technology and professional services company serving the energy industry, is hiring a Support Consultant in Bogota on a hybrid schedule. The consultant joins a team that provides technical support and timely solutions to complex business problems by troubleshooting, triaging and testing energy-specific software applications. The role involves extensive interaction with customers by written and verbal communication.

Key responsibilities

• Triage customer-reported issues, document software defects and give configuration recommendations within SLA timelines
• Work with product and engineering teams to describe customer incidents in detail
• Take part in configuration, enhancement and testing of software changes
• Implement and support master data management solutions
• Drive timely first responses, customer updates and resolutions
• Document incidents and turn resolved issues into a knowledge base so customers can self-serve
• Handle incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx and Microsoft Teams
• Provide periodic after-hours on-call support for critical issues

Required profile

• Bachelor's degree, postgraduate diploma or professional degree in IT, computer science, mathematics or equivalent
• Up to 3 years of experience in solution support or solution implementation
• Fluent written and spoken English and strong communication skills
• Experience in oil and gas and/or hydrocarbon accounting is encouraged

Required skills

• Basic troubleshooting and debugging of software applications
• Knowledge of .Net, Java, PL/SQL, Perl or Shell
• Basic knowledge of AWS and Azure is an advantage
• ITIL concepts and service management tools such as Salesforce, ServiceNow and JIRA are a plus
• Proficiency in Microsoft Office