Support Manager - QPTM - My Quorum Gas Pipeline Application (Hybrid)
Quorum Software
- Houston, TX
- Permanent
- Full-time
- 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
- Mentoring and coaching junior team members
- Other duties as assigned
- Candidate must possess at least a bachelor’s degree, Post Graduate Diploma, Professional Degree in Information Technology, Computer Science, Mathematics or equivalent
- 5+ year(s) of working experience in delivering solution support or solution implementation is required for this position
- Expert technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within the software applications
- Expert understanding of software development with good technical skills including knowledge in software technologies like .Net, Java, PL/SQL, Perl or Shell
- Expert understanding of Datacenter & Cloud Infrastructure services (i.e., AWS and Azure) would be added advantage
- Expert knowledge of ITIL Concepts within IT Service Management and how it applies to IT Customer Support, Ticket Resolutions and Escalations is a plus
- Expert knowledge of IT Service Management Tools (Salesforce, ServiceNOW, JIRA, ADO, etc) to manage Customer Service Management engagements
- Expert experience in Microsoft Office products
- Candidates with experience in Oil and Gas industry and/or hydrocarbon accounting are encouraged to apply
- Expert proficiency in writing and verbal communication to stakeholders in English
- 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
- Experience with My Quorum Gas Pipeline (QPTM) or other My Quorum applications preferred
- 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 the United States 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.
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 .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 DepartmentOur company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit