Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Quorum Software Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Quorum Software. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting complex issues, and working closely with our product and engineering teams to resolve customer incidents.

Key Responsibilities

  • Provide timely and effective support to customers, resolving issues within SLA timelines
  • Act as the first point of contact for customer support, providing support on a 24x7 basis
  • Collaborate with product and engineering teams to provide detailed problem descriptions of customer incidents
  • Participate in the configuration, enhancement, and testing phases associated with software changes
  • Escalate issues to AM & OM L2 as per SOP and on-call matrix
  • Alert monitoring, resolution, and escalation to L2 as per SOP
  • Implement and support master data management solutions
  • Ensure customers have a positive experience by driving timely first response, customer updates, and support resolutions
  • Ensure proper documentation of assigned incidents, including internal and external communications
  • Curate resolved customer issues into a knowledge base system to allow customers to self-serve

Requirements

  • Candidate must possess at least a bachelor's degree in Information Technology, Computer Science, Mathematics, or equivalent
  • Up to 3 year(s) of working experience in delivering solution support or solution implementation is required for this position
  • Basic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within 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 understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be an added advantage
  • Basic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions, and Escalations is a plus
  • Basic knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc.) to manage Customer Service Management engagements
  • Proficient in Microsoft Office products
  • Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
  • 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

Additional Details

  • Visa Sponsorship: Employment eligibility to work with Quorum Software in India is required as the company will not pursue visa sponsorship for this position

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