Technical Support Consultant
(Level 3 / SQL)

Job Description

We are looking for a remote, full-time Technical Support Consultant with 3 to 5 years of software support experience to join the client operations team of our U.S. client. You will play a critical role in ensuring our client’s software lives up to its world-class reputation.

Our client provides a cloud-based ERP platform to hundreds of energy industry customers delivering market-leading field service management, field data gathering, transportation, production, accounting, and land software solutions. Backed by private equity, our client accelerates business performance, improves operational efficiency, and reduces costs.

Responsibilities

  • Deliver Level 3 customer support for our client's industry-leading software products
  • Triage reported, end-user customer incidents
  • Work technical issues and support the direct client feedback loop process
  • Help secure existing revenue by means of customer retention
  • Provide incident queue management
  • Utilize troubleshooting skills
  • Help manage complex issues and drive escalations to resolution
  • Build and demonstrate cross-application knowledge among the client's core application modules
  • Push the client's software to the limit, making sure it is efficient, intuitive, and best-in-class
  • Gain experience in the oil and gas industry; including economic, accounting, and finance knowledge

Experience

Required

  • Excellent English verbal and written skills
  • 3 to 5 years of Level 3 software support experience
  • Basic to intermediate SQL skills
  • Proficiency in using Microsoft Office Suite
  • A drive to continue learning in the energy business and the client's software
  • Advanced problem-solving skills
  • Ability to triage and actively manage a support queue
  • Innate passion for customer service
  • Dependability and ability to manage as well as prioritize concurrent tasks
  • Must be available for an on-call rotation
  • Ability to work U.S. CST business hours
  • Must be a self-starter and resourceful
  • Ability to work independently or as part of a team
  • Proven experience working effectively in a vibrant, dynamic startup environment
  • Trustworthy, team-oriented, and transparent

Desired

  • Bachelor's degree or equivalent experience
  • Experience creating manuals, training documentation, and interactive training materials for software applications
  • Experience providing software support and troubleshooting for SaaS applications
  • Experience in reproducing issues in a test environment prior to production deployment
  • Experience in the Software Development Lifecycle (SDLC)
  • Experience with oil and gas revenue accounting, gas processing, crude/gas/NGL transportation, or related fields

Additional Info

  • Enjoy a fun, fast-growing entrepreneurial company, and work with smart and creative people
  • Be part of a highly collaborative learning culture – share knowledge, be inclusive, learn and grow together. Embrace teamwork!
  • Knowing your ideas are heard and matter – think big!
  • Making mistakes is human – lets learn from them – be transparent!
  • We recognize you as an individual – no presumptions or judgment
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

Apply Now

Apply for this position, and we'll respond shortly!

By applying, you agree to let Velozient keep your data stored for recruiting purposes only.

Important Links

Get In Touch

Copyright © 2024 Velozient.com
Privacy Policy / Terms of Use