SCADA Analyst I
On-siteTyler, Texas, United States
Job Summary
Triage customer reported issues, identify problems, and document configuration recommendations for the SCADA platform. Work with product and engineering teams to provide detailed incident descriptions and requested improvements. Participate in configuration, enhancement, and testing phases for software changes. Respond to and resolve customer SCADA requests via Salesforce Service Cloud, email, telephone, and Microsoft Teams with end-to-end responsibility. Ensure proper documentation of assigned incidents, including internal and external communications, and curate resolved issues into a knowledge base system for customer self-service. Provide timely first response, customer updates, and support resolutions to ensure a positive customer experience. Perform periodic after-hours on-call support. Maintain personal and team deliverables while collaborating effectively with global cross-functional teams.
Required Qualifications
- 3 to 5 year(s) of working experience in delivering solution support or solution implementation
- Strong technical experience in diagnosing and troubleshooting within the software applications
- Proficient in Microsoft Office products
- Strong proficiency in writing and verbal communication to customers
- 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
- Employment eligibility to work with Quorum Software in the United States
- Ability to successfully complete a Criminal History Check
- Ability to successfully complete Education Verification
- Ability to successfully complete Employment Verification
- Ability to successfully complete Driver's License Verification
- Ability to successfully complete passport/ID validation
Desired Qualifications
- Understanding of software technologies like SQL, PowerBI or Python
- Candidates with experience in the Oil and Gas industry and/or SCADA platforms
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