Software Support Agent

Oceaneering; Aberdeen City; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the offshore energy industry is seeking a Software Support Agent to provide first-line support for software-related issues. The role involves troubleshooting, guiding users, and collaborating with development teams to enhance software usability. Ideal candidates will possess strong customer service skills and a logical problem-solving mindset. This position offers opportunities for growth within a global organization.

Benefits

Comprehensive benefits package

Opportunity to advance in an international company

Qualifications

• Previous experience in support or Customer Service roles.

Responsibilities

• Act as the first line of support for customer queries.
• Diagnose and troubleshoot software issues.
• Guide users through system functionality.

Skills

Customer Service

Communication

Problem Solving

Attention to Detail

Job description

Company Profile

Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.

Position Summary

The Software Support Agent is the first point of contact for users experiencing software-related issues, providing assistance, troubleshooting problems, and ensuring a smooth user experience.

Duties And Responsibilities

Key Responsibilities and Competencies required for the role include but are not limited to as outlined below:

• Act as the first line of support, responding to customer queries via email, phone, and ticketing systems.
• Diagnose and troubleshoot software issues, escalating more complex problems to senior team members when necessary.
• Guide users through system functionality and provide training where required.
• Product documentation to aid product users.
• Log and track support tickets, ensuring timely updates and resolution.
• Collaborate with development and product teams to relay customer feedback and improve software usability.
• Maintain clear and accurate documentation of common issues and solutions.
• Assist with software testing and contribute to process improvements.
  
  

Qualifications

• Strong customer service skills, with a proactive and patient approach to user support.
• Excellent communication skills, with the ability to explain technical issues in a clear and simple way.
• Logical problem-solving mindset, with a keen attention to detail.
• Willingness to learn and develop technical knowledge within a software support environment.
• Ability to manage multiple tasks, prioritise effectively, and remain calm under pressure.
• Previous e xperience in support or Customer Service roles.
  
  

How To Apply

Regular full-time employees who apply will be considered along with external candidates. Employees with less than six months with their current position are not eligible to apply for job postings. Please discuss your interest in the position with your current manager/supervisor prior to submitting your completed application. It is highly recommended to apply through the PeopleSoft or Oceanet portals.

Closing Statement

We offer a competitive salary, a comprehensive benefits package and the opportunity to advance in an international company. To apply, click 'Apply Now'.