The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Solid communication skills and a deep understanding of drilling instrumentation technology are essential.
Responsibilities
• 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
Qualifications
• 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
Every day, the oil and gas industry’s best minds put more than 150 years of experience to work to help our customers achieve lasting success.
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Throughout every region in the world and across every area of drilling and production, our family of companies has provided the technical expertise, advanced equipment, an
📌 Support Centre Engineer (Kochi)
🏢 NOV
📍 Kochi