Job Description

Provide timely, professional first-line customer support by answering and routing incoming calls and managing routine account and user requests, improving customer response times while allowing technical resources to focus on issue resolution.

Key Responsibilities

• Serve as the first point of contact for incoming Customer Support Center phone calls.
• Promptly answer customer calls and identify the nature and urgency of the request.
• Gather the information necessary to route the customer effectively.
• Direct technical issues to the appropriate Support Center Technician or Lead.
• Create or update support tickets as needed to ensure customer requests are documented and routed appropriately.
• Provide basic procedural information when appropriate but escalate technical troubleshooting to Support Center technical personnel.
• Process routine customer account and user-management requests according to established procedures and authorization requirements.
• Create, modify and deactivate user accounts as requested and authorized.
• Process user-access changes, third-party permissions and other defined account-maintenance requests.
• Verify required information and approvals before making account or access changes.
• Maintain accurate documentation of account-management activity within the ticketing system.
• Escalate requests that are incomplete, unusual, unauthorized or outside established procedures.
• Support backlog reduction by completing routine administrative requests that do not require technical troubleshooting.
• Assist with other defined Support Center administrative tasks during periods of lower call or account-request volume.

Qualifications

• High school diploma or equivalent required; additional education or relevant customer-support experience preferred.
• Previous customer service, service desk, call center or administrative support experience preferred.
• Previous oil and gas industry experience preferred, particularly in a customer support, technical support, operations or service environment.
• Strong verbal communication and customer-service skills.
• Strong attention to detail, particularly when processing account and access changes.
• Ability to manage a high volume of requests accurately and efficiently.
• Comfortable working with ticketing systems, user-account systems and standard business applications.
• Ability to follow documented security, authorization and support procedures.
• Ability to recognize when an issue requires technical assistance or escalation.