Technical Support Consultant at Velozient

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We are seeking a remote, full-time Technical Support Consultant with 1 to 3 years of Level 1 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.

Requirements

Experience

  • 1 to 3 years of Level 1 software support experience
  • Proven experience working effectively in a vibrant, dynamic startup environment

Skills

  • Excellent English verbal and written skills
  • Intermediate SQL skills
  • Proficiency in using Microsoft Office Suite
  • 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
  • Trustworthy, team-oriented, and transparent

Languages

  • English

Responsibilities

  • Deliver Level 1 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

Technologies

SQLMicrosoft Office Suite

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