Description
We are seeking a Level 1 Support Engineer with proven experience working with business stakeholders in the Oil and Gas Transportation industry. Prior experience with Nomination, Distribution, or Scheduling business processes is required for this position. You will provide Level 1 support to our customers via phone, email, and computer chat. You will ask appropriate questions and use knowledge and resources to provide guidance and perform basic troubleshooting to diagnose and resolve their issues promptly. You will escalate issues beyond the Level 1 span of control or expertise to Level 2 Support. You will be required to maintain documentation of your customer interactions and their business issues that could be used to generate business requirements for future solutions to complex and unresolved issues. Answering FAQs related to products or services, features, system setup, or general usage questions.
Responsibilities include but are not limited to:
- Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or computer chat.
- Effectively advise and assist customers on appropriate action to address their issues.
- Perform basic problem solving and provide guidance on various aspect of our software product.
- Identify and escalate situations requiring urgent attention to Level 2 Support as needed.
- Responding to customer inquiries and On-call support assignment after hours (rotational basis).
- Logging customer interactions and creating support tickets for tracking purposes.
- Work with business users to understand and document their product requirements.
- Provide individual instruction and/or training to users on new product features and product updates.
Qualifications
The qualified candidate will meet the following criteria:
- 5+ years of experience in Oil & Gas Transportation industry working in Nomination, Distribution and Scheduling business domains.
- 5+ years of Support Engineer experience.
- Strong customer support skills.
- Strong communication and interpersonal skills.
- Exceptional written and verbal communication skills.
- Familiarity with software project tracking applications like Azure DevOps / TFS or Jira is a plus.
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