Support Consultant - QLS
On-siteBogotá, Bogota D.C., Colombia
Job Summary
Triage customer-reported issues, document software defects, and provide configuration recommendations within SLA timelines. Collaborate with product and engineering teams to describe customer incidents and participate in configuration, enhancement, and testing phases. Implement and support master data management solutions while ensuring timely first responses, updates, and resolutions. Respond to client incidents via Jira, Salesforce Service Cloud, email, and telephony with end-to-end responsibility. Document all assigned incidents and curate resolved issues into a knowledge base for self-service. Provide periodic after-hours on-call support for critical issues and ensure successful completion of personal and team deliverables.
Required Qualifications
- 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
- Basic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
- Basic understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
- Basic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations
- Basic knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagements
- Proficient in Microsoft Office products
- 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
- Fluent in English, both written and verbal
- Employment eligibility to work with Quorum Software in Colombia
- successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver's License Verification and Passport/ID validation
- undergo an onboarding medical examination prior to commencement of employment
Desired Qualifications
- Basic understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure)
- experience in Oil and Gas industry and/or hydrocarbon accounting
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