Job Description:
We are seeking a talented Technical Support Consultant to join our team. As a key member of our client operations group, you will play a critical role in ensuring our client's software meets the highest standards.
Our client provides a cloud-based ERP platform to hundreds of energy industry customers, delivering market-leading field service management, data gathering, transportation, production, accounting, and land software solutions.
The successful candidate will be responsible for delivering Level 3 customer support for our client's industry-leading software products, triaging reported incidents, working technical issues, and supporting the direct client feedback loop process.
Key Responsibilities
* Deliver Level 3 customer support for our client's software products
* Triage reported, end-user customer incidents
* Work technical issues and support the direct client feedback loop process
* Help secure existing revenue by means of customer retention
* Provide incident queue management
* Utilize troubleshooting skills
* Help manage complex issues and drive escalations to resolution
* Build and demonstrate cross-application knowledge among our core application modules
* Push our software to the limit, making sure it is efficient, intuitive, and best-in-class
* Gain experience in the oil and gas industry; including economic, accounting, and finance knowledge
Requirements
Essential Skills and Qualifications
* Excellent English verbal and written skills
* 3 to 5 years of Level 3 software support experience
* Basic to intermediate SQL skills
* Proficiency in using Microsoft Office Suite
* A drive to continue learning in the energy business and our software
* Advanced problem-solving skills
* Ability to triage and actively manage a support queue
* Innate passion for customer service
* Dependability and ability to manage as well as prioritize concurrent tasks
* Must be available for an on-call rotation
* Ability to work U.S. CST business hours
* Must be a self-starter and resourceful
* Ability to work independently or as part of a team
* Proven experience working effectively in a vibrant, dynamic environment
* Trustworthy, team-oriented, and transparent
Desired Experience
* Bachelor's degree or equivalent experience
* Experience creating manuals, training documentation, and interactive training materials for software applications
* Experience providing software support and troubleshooting for SaaS applications
* Experience in reproducing issues in a test environment prior to production deployment
* Experience in the Software Development Lifecycle (SDLC)
* Experience with oil and gas revenue accounting, gas processing, crude/gas/NGL transportation, or related fields
What We Offer
Our company offers a range of benefits, including:
* 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
* Opportunities for professional growth and development
* A dynamic, supportive work environment
* Competitive compensation package
Join us and take advantage of these opportunities to grow your career and contribute to our success.