Technical Support Consultant
We are seeking a skilled Technical Support Consultant to join our operations team. This individual will play a critical role in ensuring our client's software meets its world-class reputation.
Responsibilities:
* Deliver customer support for our client's software products at a Level 3 capacity
* Identify and triage reported end-user customer incidents
* Address technical issues and collaborate with clients to resolve problems
* Support the retention of existing revenue by means of customer satisfaction
* Manage incident queues
* Apply troubleshooting skills
* Oversee complex issues and escalate them to resolution as necessary
* Develop cross-application knowledge among our client's core application modules
* Optimize our client's software to ensure it is efficient, intuitive, and industry-leading
* Gain experience in the oil and gas industry, including economic, accounting, and finance knowledge
Requirements:
* Excellent verbal and written communication skills in English
* A minimum of 3-5 years of Level 3 software support experience
* Familiarity with basic to intermediate SQL skills
* Proficiency in Microsoft Office Suite
* Passion for customer service and continued learning within the energy business
* Advanced problem-solving abilities
* Ability to manage and prioritize multiple tasks simultaneously
* Self-motivation and resourcefulness
* Trustworthiness, teamwork-oriented, and transparency
Desired Qualifications:
* Bachelor's degree or equivalent experience
* Experience creating training materials and documentation for software applications
* Background in providing software support and troubleshooting for SaaS applications
* Experience reproducing issues in test environments prior to production deployment
* Knowledge of the Software Development Lifecycle (SDLC)
* Industry expertise in oil and gas revenue accounting or related fields