Support Associate

Support Associate

Location: Kuala Lumpur, Malaysia (South Tower, The Gardens)

Model of Work: Hybrid

Are you excited by challenges?  Do you enjoy working in a fast-paced, international, and dynamic environment which contributes to drive the energy transition? Then now is the time to join Quorum Software, a rapidly growing technology & professional services solutions company and industry leader in energy transformation.

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the energy industry. 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.

Overview

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.

Responsibilities

• 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
• This is a shift work
• And other duties as assigned.

Requirements

• Candidate must possess at least a bachelor’s degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics, Petroleum Engineering or equivalent
• 0 - 2 year(s) of working experience in delivering solution support or solution implementation is required for this position
• Moderate experience in PL/SQL.  Understanding of data structures and execution of “select, update & delete” statements.
• Basic technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
• Basic understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, Perl or Shell
• Basic understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
• Basic knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plus
• Basic 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 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 and enjoy working in a multi-cultural environment
• Fluent in English, both written and verbal to be able to interact with English speaking clients
• Willingness to work on shifts in support of 24 hours / 7 day operations

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification and Passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in Malaysia is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.

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.

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