Technical Support Consultant L3
We seek a remote, full-time Technical Support Consultant with 3 to 5 years of software support experience.
The company provides cloud-based ERP solutions for hundreds of energy industry customers delivering field service management, data gathering, transportation, production, accounting, and land software applications.
Key Responsibilities
* Deliver Level 3 customer support for the company's industry-leading software products
* Triage reported incidents from end-user customers
* Work technical issues and support the client feedback loop process
* Help secure revenue by retaining existing clients
* Manage incident queues effectively
* Utilize troubleshooting skills to resolve complex issues
* Escalate unresolved issues to resolution
* Develop cross-application knowledge among core application modules
* Optimize software performance and usability
* Gain experience in the oil and gas industry; including economic, accounting, and finance knowledge
Required Skills and Qualifications
* Excellent English communication and writing skills
* 3 to 5 years of Level 3 software support experience
* Basic to intermediate SQL skills
* Proficiency in Microsoft Office Suite
* A drive to continue learning in the energy sector and related software
* Advanced problem-solving skills
* Ability to triage and manage a support queue
* Passion for customer service
* Dependability and ability to prioritize tasks effectively
* Must be available for on-call rotations
* Ability to work U.S. CST business hours
* Self-starter and resourceful individual
* Ability to work independently or as part of a team
* Experience working in dynamic environments
* Trustworthy, team-oriented, and transparent
Desired Experience
* Bachelor's degree or equivalent experience
* Experience creating training documentation and interactive training materials
* Software support and troubleshooting experience for SaaS applications
* Issue reproduction in test environments prior to production deployment
* Experience with Software Development Lifecycle (SDLC)
* Experience in oil and gas revenue accounting, gas processing, crude/gas/NGL transportation, or related fields
About the Role
This is a unique opportunity to join a nearshore software development company providing remote resources to North American companies.