Job Description

• Reduce average customer wait time by 20% versus the pre-implementation baseline.
• Achieve 95%+ acknowledgment of Priority 1 and Priority 2 tickets within established response targets.
• Achieve 95%+ resolution within established SLA targets for Priority 1 and Priority 2 tickets where resolution is within the CSC's control.
• Achieve 95%+ timely escalation of Priority 1 and Priority 2 tickets requiring action outside the CSC, including assignment to the appropriate escalation resource within established escalation targets.
• Reduce abandoned calls by 40% versus the pre-implementation baseline.
• Improve CSAT by an appropriate target based on the pre-implementation baseline. If current CSAT is already high, measure improvement through a reduction in dissatisfied responses rather than a fixed 10-point increase.
• Reduce by 15% Awaiting Customer tickets aged >24 hours where action is pending from an NOV employee.
• Own service performance during the assigned shift, including response times, ticket backlog, priority handling and resolution effectiveness. Take action when performance is at risk, including reprioritizing work, reallocating available resources or escalating capacity concerns.
• Determine ticket and work prioritization based on business impact, urgency, staffing availability, employee capability and SLA exposure. Reassign work as conditions change throughout the shift.
• Monitor reported issues and ticket trends to identify emerging or recurring service issues. Assess customer/business impact and initiate the appropriate technical escalation, management notification, customer communication or operational response.
• Ensure critical and escalated issues are actively monitored, appropriately assigned and progressed through resolution.
• Provide expert guidance to Leads and Technicians on complex or unusual customer issues and determine when additional expertise or organizational escalation is required.
• Review customer calls and ticket responses for courtesy, promptness, accuracy, resolution effectiveness and adherence to established support processes.
• Identify individual or team quality gaps and provide timely coaching and feedback.
• Escalate recurring performance concerns to the Customer Support Manager when formal performance management may be appropriate.
• Develop, document and maintain Support Center procedures and workflows to promote consistent and effective service delivery
• Provide reporting to management covering response times, ticket volume, backlog, critical or recurring issues, quality observations and areas requiring attention.
• Maintain an effective handoff between shifts by communicating unresolved critical issues, significant customer concerns, emerging trends and items requiring continued attention.

Bachelor’s degree in Business, Operations, Information Technology or a related field preferred; equivalent combination of education and relevant experience considered.

5+ years of experience in customer support, technical support, service operations or a related environment, preferably supporting a 24/7 oil and gas operation.

Strong oil and gas technical knowledge of instrumentation, communications technologies and digital solutions supporting real-time operations monitoring, with the ability to understand complex customer issues and determine appropriate troubleshooting and escalation paths.

Strong understanding of ticket management, escalation processes, service-level expectations and customer support operations.

Demonstrated ability to assess competing priorities, evaluate customer and business impact, and make timely operational decisions with limited supervision.

Strong problem-solving skills with the ability to identify patterns across customer issues or ticket activity and determine when broader escalation or response is required.

Strong verbal and written communication skills, including the ability to communicate effectively with customers, technical teams and management.

Ability to analyze operational data, identify trends and translate findings into actionable recommendations for management.