Specialist, Senior Systems

EPCO - Houston, TX

Full-time - Mid Level

Houston, TX

Real Estate

About the position

EPCO Corporate is looking for a dedicated and experienced Level 1 Support Engineer to join our team in Houston, Texas. This position is crucial for providing exceptional support to our customers in the Oil and Gas Transportation industry. The ideal candidate will have a strong background in business processes related to Nomination, Distribution, and Scheduling, which are essential for understanding the needs of our clients. As a Level 1 Support Engineer, you will be the first point of contact for customers seeking technical assistance, and your role will involve addressing their inquiries through various communication channels, including phone, email, and computer chat. In this role, you will be responsible for diagnosing and resolving customer issues promptly, utilizing your knowledge and resources effectively. You will also be tasked with maintaining detailed documentation of customer interactions and the issues they face, which will be instrumental in generating business requirements for future solutions. Your ability to perform basic troubleshooting and provide guidance on our software products will be key to ensuring customer satisfaction. Additionally, you will be expected to escalate more complex issues to Level 2 Support when necessary, ensuring that urgent situations are addressed in a timely manner. The position also requires you to respond to customer inquiries and provide on-call support after hours on a rotational basis. You will work closely with business users to understand their product requirements and provide training on new product features and updates. This role is not only about technical support but also about building strong relationships with our customers and ensuring they have a positive experience with our products and services.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or computer chat.
• Effectively advise and assist customers on appropriate action to address their issues.
• Perform basic problem solving and provide guidance on various aspects of our software product.
• Identify and escalate situations requiring urgent attention to Level 2 Support as needed.
• Responding to customer inquiries and on-call support assignment after hours (rotational basis).
• Logging customer interactions and creating support tickets for tracking purposes.
• Work with business users to understand and document their product requirements.
• Provide individual instruction and/or training to users on new product features and product updates.

Requirements

• 5 years of experience in the Oil & Gas Transportation industry working in Nomination, Distribution, and Scheduling business domains.
• 5 years of Support Engineer experience.
• Strong customer support skills.
• Strong communication and interpersonal skills.
• Exceptional written and verbal communication skills.

Nice-to-haves

• Familiarity with software project tracking applications like Azure DevOps / TFS or Jira.