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Overview

As a Support Consultant, you will join a highly effective integral team known for delivering exceptional client support. This role is perfect for growth-focused individuals. You'll have the opportunity to hone your problem-solving skills while learning about software support best practices as you resolve issues rapidly and efficiently in a fast-paced technical environment. A strong passion for customer satisfaction and a commitment to continuous learning are essential.

Responsibilities

- Responsible for managing a backlog of customer issues, including the ticket's life cycle, which includes issue triage, documenting software defects, testing, offering resolution guidance and ensuring a positive customer experience by delivering on SLA timelines.
- Collaborate effectively with global cross-functional teams, including products, engineering, etc. to resolve customer issues.
- Responsible for taking resolved customer issues and curating them into a knowledge base system
- Ability to set achievable goals and deadlines and maintain a commitment to achieving goals in the face of obstacles and frustrations
- Responsible for providing both periodic after-hours support for critical issues and participating in a formal on-call rotation
- And other duties as assigned

Core Competencies

- Strong problem-solving skills and an ability to critically analyze complex issues and situations to resolve them promptly and professionally.




- Ability to deliver excellent customer service by taking initiative, demonstrating effective written and verbal communication, and having a strong sense of urgency in achieving positive outcomes.
- Ability to work effectively with internal and external stakeholders to resolve problems. Skilled in active listening, empathy, and conflict resolution, fostering a collaborative and positive work environment.
- Enthusiastic commitment to supporting team members, continuous learning, personal and professional growth

Requirements

- Candidates must possess a bachelor's degree or above. Preferred candidates usually have degrees in areas like Accounting, Computer Science, Engineering, or similar fields.
- A minimum of 1 year of experience in providing software solution support is required for this position
- Excellent written and verbal communication skills in English
- Candidates must possess a foundational understanding of SQL or demonstrate the ability to rapidly attain proficiency. The ideal candidate will demonstrate the ability to analyze data in SQL and read C++ or C# code to grasp the logic behind processes for effective troubleshooting.
- Familiarity with IT Service Management tools such as Salesforce, ServiceNOW, JIRA, and ADO to effectively manage Customer Service Management engagements.
- Proficiency in Microsoft Office Suite
- Fluent in English, both written and verbal

Candidates with experience in the Oil and Gas industry are encouraged to apply

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1av5zk

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