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.
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Excellent written and oral communication.
Detail orientated with the ability to provide analytical reports and concise feedback
