Senior Support Consultant (Hybrid Work Model)

About the role

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. And other duties as assigned.

What you will do

• Triage customer reported issues, identifying, documenting and configuration recommendations of software defects within SLA timelines
• Work closely with product and engineering teams to provide detailed problem descriptions of customer incidents
• Participate in configuration, enhancement, and testing phases associated with software changes
• Implement and support master data management solutions
• Drive timely first response, customer updates and support resolutions to ensure positive customer experience
• Document assigned incidents, including internal and external communications
• Curate resolved customer issues into a knowledge base system to enable customer self-service
• Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, Microsoft Teams with end-to-end responsibility
• Work effectively with global cross-functional teams
• Provide periodic after hours on call support for critical issues
• Ensure successful completion of personal and team deliverables

Requirements

• Bachelor's degree, Post Graduate Diploma, or Professional Degree in Information Technology, Computer Science, Mathematics or equivalent
• 3 to 5 years of working experience in delivering solution support or solution implementation
• Strong technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within software applications
• Strong understanding of software development with technical skills in .Net, Java, PL/SQL, Perl or Shell
• Strong understanding of Datacenter & Cloud Infrastructure services (AWS and Azure) would be an 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
• Strong 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 who enjoys working in a multi-cultural environment