Position Summary

We are currently seeking a dedicated Support Service Technician to join our Support Operations team. Candidates are required to have a robust background with a minimum of 3-5 years of experience specifically in oil and gas hydraulic well fracturing. This role is critical in providing high-level technical support to our valued customers and internal teams through various channels, including telephone, email, and remote access.

Key Responsibilities:

• Technical Support: Deliver technical assistance to external customers and internal teams, managing technical issues via telephone, email, and remote access. Provide support in commissioning and installation, ensuring efficient resolutions and optimal customer satisfaction.
• Customer Service: Respond to technical support, general inquiries, as well as parts and service quote requests. Ensure prompt and accurate responses to enhance customer service.
• CRM Management: Handle customer accounts, contacts, and support cases within the CRM system. Maintain accurate and up-to-date records to ensure effective communication and workflow.
• KPI Analysis and Follow-up: Monitor and analyze KPI data including CSAT, service levels, and case metrics. Conduct follow-ups to improve service quality and customer engagement.
• Training and Knowledge Sharing: Participate in MDT trainings and contribute to the company’s knowledge base, aiding in the continuous improvement of processes and skills within the team.
• After-Hours Support: Participate in an on-call rotation to provide support outside of regular working hours, including evenings, weekends, and holidays.

Additional Responsibilities:

• Adhere to and uphold company procedures and policies.
• Develop and document new processes to enhance operational efficiency.
• Maintain and update technical documentation and customer records.
• Collaborate with sales and technical teams to ensure cohesive business operations and customer service delivery.

Qualifications:

• 3-5 years of experience in oil and gas hydraulic well fracturing.
• Excellent communication skills for effective interaction through telephone, email, and remote tools.
• Proven problem-solving abilities, with capacity to handle technical issues under pressure.
• Strong customer service orientation, with skills in empathy and patience.
• Ability to adapt to changing situations and manage multiple priorities.
• Experience with teamwork and collaboration in a remote environment.
• Strong attention to detail in CRM management and documentation upkeep.