About the role
The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Strong communication skills and a deep understanding of drilling instrumentation technology are essential.
- Answer incoming calls in a professional and courteous manner.
- Thoroughly document and escalate potential problems via helpdesk support software and phone system.
- Contact on-call based on Standard Operating Procedure
- Perform other work-related tasks as required and as assigned
- Comply with all NOV company and HSE procedures and policies.
- Document and escalate potential problems via helpdesk system
- Use helpdesk, tracking system and website information to ensure all customer data is up to date
- Have an awareness of information security when working on and with customer information
- Monitor and maintain computer systems and complex networks
- Diagnose hardware/software issues
- Degree in Instrumentation, Electronics Engineering or Equivalent
- 3 to 5 years’ experience in a customer support role
- Experience with M/D Totco data acquisition and visualization technologies strongly preferred
- A record of successful resolution of customer support issues as an individual contributor.
- A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.
- Experience with Zendesk ticketing System.
- Excellent written and oral communication.
- Detail orientated with the ability to provide analytical reports and concise feedback