Support Associate

6 months ago

Kuala Lumpur, Malaysia Quorum Business Solutions Full time

**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**

**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
- 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
- And other duties as assigned.

**Requirements**:

- 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 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
- 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**

**About Quorum Software**

**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._

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