Overview
The primary role of the Customer Success Engineer I (CSE), Onboarding is to build relationships with new and existing customers by project managing their onboarding to the product, providing best practices, technical and customer support, and user training on the application.
The CSE I is responsible for client consulting, new customer implementation, project management, technical troubleshooting, customer support, product integration and new user training.
Location: Bogota, Colombia.
Model of Work: Hybrid.
Responsibilities
- Handles onboarding the client onto the OnDemand Product they have contracted.
- Performs first line triage support for clients, answering basic questions and assisting clients navigate the system.
- Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Escalates more complex inquiries to tier Customer Support.
- Informs Support Leadership of potential client issues and problems early to ensure they receive proper attention.
- Documents and maintains all client information in Salesforce, including recording all calls, emails and customer communication.
- Creates and maintains product documentation and online training videos.
- Performs entry-level Quality Assurance testing for software development.
- Develops/ Maintains SOP for troubleshooting technical problems.
- Participates in oil & gas accounting training.
- Seeks opportunities to expand personal knowledge of applications.
- Stays current with system information, changes and updates.
- Other duties as assigned.
Qualifications
- Bachelor’s degree (B.A.) in Accounting or Finance from a four-year college or university and/or 2 years of industry experience.
- Proficient personal computer skills including Salesforce, email, record keeping, routine database activity, word processing, spreadsheets, graphics, etc.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Fluent in English, both written and verbal.
Preferred Skills
- Effective communication skills
- Proven experience in a customer service role
Additional Details
- Background Check: 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 Colombia is required; no visa sponsorship is offered for this position.
Maintain any visas or permits as applicable.
- Current professional card or registration in Colombia (if applicable) may be required for regulated roles.
- Onboarding Medical: Onboarding medical examination prior to commencement of employment, in accordance with Colombian legislation.
Please Submit your CV/Resumé in English.
Resumes not submitted in English will not be considered.
Diversity & Equal Opportunity
Quorum Software is an Equal Opportunity Employer.
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 law.
We are committed to DEI, with programs and training focused on culture, advocacy and talent.
Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department.
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