P2 Energy Solutions

  • Senior Accounting Software Customer Support Consultant - Excalibur

    Job ID 2019-2069
    Customer Support
    Location : Location
  • Empowering The People Who Power The World

    Are you interested in a career opportunity with a growing software company?  P2 Energy Solutions provides a positive culture where the ability to learn, collaborate, and make a difference is rewarded. We have a fast-paced, innovative culture where employees are empowered to provide a superior experience for internal and external customers.

    Upstream oil and gas professionals who are focused on solving tough challenges rely on P2 software, data and analytics solutions to optimize their business performance. We are currently developing our solutions on mobile and in the cloud!  More than 1,600 companies from around the world use P2 solutions every day to manage their land assets, measure and process financial information, optimize production, and manage their reserves. With more than 90 years of experience in data and 30 years in software, P2 has offices around the world, and employs approximately 600 people.


    We are looking for an outstanding individual to join P2’s Global Customer Support organization as a Senior Customer Support Consultant for the Excalibur Accounting application.  Our team aims to provide world class customer support in a demanding and fast-paced environment. This full-time position will serve as an important primary support liaison between P2 and our customers, as well as providing Tier 2 support to the Excalibur Support team. The Senior Customer Support Consultant will be responsible for resolving customer-related software issues associated with the use of P2’s Excalibur Oil & Gas Accounting Software. Responsibilities include, but are not limited to, troubleshooting application issues, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. Additional responsibility will be placed on this role to solve more complex issues that require oil & gas accounting experience and a deep understanding of the Excalibur Accounting application.  To be successful in this role, the candidate should have an accounting background, be tech-savvy, and be an excellent communicator who is able to earn our customers’ trust. This role will often act as a focal point for the team leading meetings and providing guidance. To do well in this role, this team-oriented person must be able to remain calm when customers are frustrated and work with all parts of the P2 organization.

    Responsibilities & Qualifications

    • Customer Support Consultant will act as Tier 1 support to handle day-to-day customer issues, provide resolutions, and to serve as an escalation point for Tier 2 or Senior level support and collaborate on testing/troubleshooting
    • Utilize oil & gas accounting knowledge and Excalibur application experience to resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
    • Respond to customer inquiries professionally and effectively via phone, webinar or CRM system while always maintaining a positive, empathetic and professional attitude toward customers
    • Understand the importance of customer relations and focus on improving customer satisfaction
    • Provide additional, valued added services to our customers and often serve as a point person for escalated customers
    • Document customer information triage details to ensure Product Management and Development teams can effectively resolve software issues
    • Take ownership of customer cases and drive to resolution independently or work with cross functional teams to resolve customer issues and escalate complex problems to appropriate team members
    • Lead efforts alongside P2’s internal hosting team to ensure our members have outstanding, uninterrupted service
    • Manage cases through Salesforce CRM online tools and perform software testing of product releases
    • Work with Global Customer Support management to adhere to or improve support processes
    • When appropriate, utilizes database management tools to query and review database records
    • Provide feedback to Customer Support Leadership team on the efficiency of all customer service processes
    • Build sustainable relationships with customers and colleagues based on trust and open and interactive communication
    • Constantly work to improve application, industry, technical and customer service skill sets
    • Work every day to provide outstanding customer service


    Highly Desired Experience:

    • Experience with configuration or implementation of Excalibur software
    • Experience with Unidata database and technical troubleshooting


    Required Qualifications:

    • Bachelor's Degree in Accounting or Finance OR equivalent relevant work experience is required
    • 4-6 years experience in Oil & Gas accounting utilizing the Excalibur software
    • Previously employed at a software or consulting company with experience providing technical customer support experience is a plus
    • Ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.
    • Ability to analyze complex business processes and triage issues in order to provide detailed problem descriptions for Product Management and Development teams
    • Demonstrates professionalism, discretion, and good judgment in all interactions with team members
    • Ability to work in a fast-paced environment with changing deadlines and priorities
    • Strong written and verbal communication skills
    • Strong Microsoft Office skills (i.e. Word, Excel, PowerPoint, etc.)
    • Experience with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
    • Highly self-motivated with the ability to multi-task and prioritizes work activities, uses time efficiently and develops realistic action plans
    • Excellent problem-solving skills, a strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues
    • Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels
    • Positive attitude, high performer, and team player
    • Excellent customer service and leadership skills

    Belief In The P2 Way

    • Always be learning.
    • When in doubt, talk it out.
    • Show up and follow up.
    • Create positive energy.
    • Think beyond…


    Please note: Assessment testing may be required for this position.

    We offer a casual work environment, comprehensive benefits plan, generous PTO, and a competitive compensation structure. We have a positive culture designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. P2 is dedicated to individual and corporate growth opportunities, and we would love to talk to you further!

    P2 Energy Solutions and its affiliated companies is an Equal Employment Opportunity employer. We also participate in the E-Verify program, a service of DHS and SSA.


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