RigCloud Support Technician

Nabors Services - Houston, TX

Full-time

Houston, TX

Support Activities for Mining

About the position

The RigCloud Support Technician serves as the front line technical support expert for Nabors' NDS products, including RigCLOUD and Smart Products. This role involves diagnosing and resolving technical issues, managing customer inquiries, and ensuring effective communication with various departments. The technician works in a fast-paced environment, providing solutions to enhance operational efficiency and customer satisfaction.

Responsibilities

• Serve as front line point of contact for customers seeking technical assistance related to RigCLOUD through phone or email.
• Perform remote troubleshooting, diagnose, and resolve software, application, network, and server related issues.
• Gather details and all relevant information for cases and escalate to the next level of support as appropriate.
• Ensure prompt response to issues and manage communication to operations and leadership teams.
• Coordinate major events and ongoing downtime issues ensuring prompt response and accurate resolution.
• Escalate and manage operational critical issues, collaborating with various function groups including Operations, Field Service, Drilling Solutions, IT, Maintenance, and Engineering.
• Assist with data acquisition from various systems for internal and external customers.
• Document and update processes, definitions, and support initiatives using Visio, Word, Excel, and PowerPoint.
• Monitor support email and respond in a timely and effective manner.
• Ensure KPIs are monitored and achieved for RIGLINE, including metrics and performance targets.
• Work closely with Engineering, developers, and functional team members.
• Monitor failures for continuous improvement and provide feedback/suggestions to appropriate internal teams.

Requirements

• Computer and networking knowledge/experience.
• Oil & Gas industry knowledge/experience.
• Advanced troubleshooting skills.
• Ability to diagnose root cause, document findings, and provide potential solutions.
• Superb customer service skills and excellent written and verbal communication skills.
• Ability to quickly learn proprietary software and procedures and follow complex technical documentation.
• Ability to read and follow network layout, manuals, and troubleshooting guides.
• Adaptability to ever-changing product environments (software, hardware, network).

Nice-to-haves

• 2-3 years minimal experience as a Customer Service Representative.
• 2-3 years instrumentation experience as a field service technician.
• 2-3 years experience in Oil and Gas.