Support Service Technician - Edmonton, Canada - NexTier

NexTier
NexTier
Verified Company
Edmonton, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description
Position Summary


Key Responsibilities:


  • 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 uptodate records to ensure effective communication and workflow.
  • KPI Analysis and Followup: Monitor and analyze KPI data including CSAT, service levels, and case metrics. Conduct followups 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:


  • 35 years of experience in oil and gas hydraulic well fracturing.
  • Proven problemsolving 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.
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