JOB SummaryRigline24/7 RigCloud Support Technicians are Nabors front line technical support experts for NDS products, to include RigCloud and Smart Products. The ability to gather information, diagnose problems, and resolve issues is the technician’s primary task. The technician is expected to resolve routine issues and log all calls in a tracking system. Technicians will manage the issue from beginning to end, working with other departments, until resolution. This a rotational 12 hour shift position in the support center, 7 days on/7 days off.DUTIES AND RESPONSIBILITIES· Serve as front line point of contact for customers (internal/external) 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 case and escalate to next level of support as appropriate.· Ensure prompt response to issues and communication to operations and leadership teams are well managed.· Active coordination of major events and any ongoing downtime issues ensuring prompt response and accurate resolution.· Ensure escalation and management of operational critical issues, working with various function groups to include, but not limited to Operations, Field Service, Drilling Solutions, IT, Maintenance, Engineering.· Assist with data acquisition from various systems to be provided to internal and external customers.· Document and update processes, definitions and support initiatives using Visio, Word, Excel and PowerPoint as applicable.· Monitor support email and respond as appropriate in a timely, effective manner.· Ensure KPIs are monitored and achieved for RIGLINE (Metrics, performance targets etc.).· Work in close cooperation with Engineering, developers, and functional team members.· Monitor failures for continuous improvement, provide feedback/suggestions by customers to appropriate internal team.QualificationsMinimum Qualifications· Computer and networking knowledge/experience.· Oil & Gas industry knowledge/experience.· Must demonstrate advanced troubleshooting skills.· Ability to diagnose root cause, document findings and provide potential solutions, both temporary and permanent.· Superb customer service skills and excellent written and verbal communication skills.· Capable of quickly learning proprietary software and procedures and able to follow complex technical documentation.· Ability to read and follow network layout, manuals and troubleshooting guides· Adaptability to ever changing product environments (software, hardware, network).Preferred Qualifications· 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
