Senior Support Consultant (Hybrid Work Schedule)

Senior Support Consultant

Location: Kuala Lumpur Malaysia (South Tower The Gardens)

Model of Work: Hybrid

Be a part of our legacy

Quorum Software is the worlds largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors throughout every region of the globe customers rely on Quorums proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain helping visionary leaders evolve their organizations into modern energy companies.

Who we are looking for:

Are you excited by challengesDo you enjoy working in a fast-paced international and dynamic environmentThen now is the time to join Quorum Software a rapidly growing company and industry leader in oil & gas transformation.

What You Will Do:

• Responsible for the triage of customer reported issues identifying documenting and configuration recommendations of software defects within SLA timelines
• Work closely with our product and engineering teams to provide detailed problem descriptions of customer incidents
• Participate in the configuration enhancement and testing phases associated with software changes
• Implement and support of master data management solutions
• Ensure our 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
• Responsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serve
• Respond to and resolve client incidents via Jira Salesforce Service Cloud email telephone WebEx Microsoft Teams with end-to-end responsibility
• Ability to work effectively with global cross-functional teams
• Responsible for periodic after hours on call support for critical issues
• Ensure successful completion of personal and team deliverables
• Mentoring and coaching junior team members
• Other duties as assigned

What to Bring:

• Candidate must possess at least a bachelors degree Post Graduate Diploma Professional Degree in Information Technology Computer Science Mathematics or equivalent
• 3-5 year(s) of working experience in delivering solution support or solution implementation is required for this position
• Expert technical experience in diagnosing troubleshooting solving code errors and fixing bug issues within the software applications
• Expert understanding of software development with good technical skills including knowledge in software technologies Java PL/SQL Perl or Shell
• Expert understanding of Datacenter & Cloud Infrastructure services (i.e. AWS and Azure) would be added advantage
• Expert knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support Ticket Resolutions and Escalations is a plus
• Expert knowledge of IT Service Management Tools (Salesforce ServiceNOW JIRA ADO etc) to manage Customer Service Management engagements
• Expert experience in Microsoft Office products
• Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
• Expert 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

Nice to Have

• Strong understanding of Datacenter & Cloud Infrastructure services (i.e. AWS and Azure) would be added advantage
• Strong knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support Ticket Resolutions and Escalations is a plus

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check Education Verification Employment Verification Drivers License Verification and Passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in Malaysia is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.

About Quorum Software
Quorum Software connects people and information across the energy value chain. Twenty years ago we built the first software for gas plant accountants. Pipeline operators came next followed by land administrators pumpers and planners. Since 1998 Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software data standards and integration. The trusted source of decision-ready data for 1800 companies Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information visit.

Diversity Statement:At Quorum we are committed to fostering cultivating and preserving a culture of want to be the place where a diverse pool of talented people join us stay with us and do their best a diverse team of employees we grow and learn better together. The collective sum of the individual differences life experiences knowledge innovation self-expression and talent that our employees invest in their work represents not only part of our culture but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race gender sexual orientation age religion ethnicity national origin ability neurodiversity and all the other characteristics that make us unique.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race color religion age sex sexual orientation gender identity national origin protected veteran status disability or any other basis protected by federal state or local law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department