AddressSupport Associate
Location: Pune, India
Model of Work: Hybrid
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 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com
Be a part of our legacy
Quorum Software is the world's 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 Quorum's 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 challenges? Do you enjoy working in a fast-paced, international and dynamic environment? Then now is the time to join Quorum Software, a rapidly growing company and industry leader in oil & gas transformation.
Job Purpose
This individual will be a member of a team focused on providing technical support and timely, effective solutions to complex business problems through the troubleshooting, triaging, and testing of our energy-specific software applications. The individual should have a strong desire for continuous learning and growth of technical and functional skills with the aspiration to leverage these skills to provide a positive customer experience. The role requires extensive interactions with customers via written and verbal communications.
What You Will Do:
- Act as the first point of contact for our Oil & Gas customers for service-related issues on 24x7 basis.
- Handle Incident & Service Requests based on the standard operating procedure.
- Handle L1 issues via call, email, ticketing tool, and chat.
- Escalation of issues to L2 teams as per SOP & on-call matrix.
- Daily monitoring, resolution, and escalation to L2 as per Standard Operating Procedure (SOP).
- Maintain Service Leave Agreement (SLA) & Key Performance Indicators (KPIs) as per defined process and procedure.
- Follow standard SOPs to support misc. L1 SOWs.
- Access Management
- And other duties as assigned.
What to Bring:
- 0-2 years of experience working in Service Desk/L1 support.
- Bachelor's degree in computer science, information systems, or similar. (B.E/B.Tech would be preferred)
- Good communication skills
- Good ITIL knowledge
- Ability to work as a team
- Able to work in shifts on 24x7 model.
- Exceptional analytical and problem-solving skills.
- Excellent organizational and time management skills.
- Fluent in English, both written and verbal
Nice to Have:
- ITIL Certification
- Prior Oil & Gas Domain experience
Additional Details
- Visa Sponsorship: Employment eligibility to work with Quorum Software in India is required as the company will not pursue visa sponsorship for this position.
Diversity Statement: At Quorum, we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We want to be the place where a diverse pool of talented people join us, stay with us and do their best work. With 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 equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other characteristics that make us unique. We have a DEI committee focused on Culture, Advocacy and Talent, have company-wide Unconscious Bias training and more.
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
