Support Coordinator

Forum Energy Technologies, Inc.; Westhill; On-site; GBP 32,000 - 52,000; Full time

Job summary

Forum Energy Technologies, Inc. seeks a Support Coordinator to provide first-line support for VisualSoft users, coordinate referrals, and maintain FAQs and documentation. The role may involve offshore-related communication and occasional client-site visits, including product testing and training delivery.

Ideal candidates will have offshore survey experience, strong communication skills, and a collaborative team approach to ensure timely issue resolution and knowledge base updates.

Qualifications

• Provide first level support to VisualSoft users.
• Assist with referrals to team members as needed.
• Track support queries to ensure timely responses.
• Assist with product documentation and record keeping.
• Occasional client site visits for consultations.
• Assist in testing and training delivery.
• Strong communication and teamwork skills.
• Offshore survey experience is a plus.

Responsibilities

• Provide first level support to customers using VisualSoft products.
• Coordinate referrals to other VisualSoft team members as required.
• Monitor and route support queries for timely responses.
• Contribute to knowledge base, user manuals and FAQs.
• Occasionally visit client premises to assist with usage.
• Assist with testing of VisualSoft products and training delivery.
• Participate in weekly out-of-hours support rota.

Skills

First line support

Customer service

Offshore experience

Subsea survey

Helpdesk

Training delivery

Communication skills

Team player

Education

Secondary school qualifications

Degree in IT or survey related subject

Tools

VisualSoft

MS Office

Job description

• Provide first level support to customers using Visualsoft acquisition, processing and data display products.
• Manage referrals of support queries to other members of the VisualSoft team as necessary.
• Track support queries to ensure timely response times and detect FAQs.
• Assist with product documentation and record keeping.
• Occasionally attend client’s premises to consult or assist with the use of the VisualSoft suite.
• Assist with product testing and verification.
• Occasionally deliver or assist with delivery of VisualSoft training courses.
• Oversee email and telephone support for onshore and offshore clients:
  We operate an email and telephone support service for users of VisualSoft products. We need someone to provide the first line of response to those calls and emails during normal office hours. Our team of Software Developers and Support Engineers will be available to assist when required.
• Participate in weekly out-of-hours customer support rota.
• Develop and maintain FAQ, troubleshooting guide and knowledgebase. In parallel with the development of help files and user manuals, we maintain an online knowledgebase which needs to be updated as the software improves and evolves.
• Assist to develop and maintain user manuals, help files and related documentation. As time and other duties permit, the Support Coordinator would be ideally placed to assist as an author and editor of our product documentation.
• Assist with testing of VisualSoft products. We test all new and changed products prior to final release, and the knowledge and experience of the Support Coordinator will help with that testing.
• Assist with product design and specification. As with the testing of our products, the initial design and specification of our products benefits from knowledge and experience of using such products or of performing the types of tasks for which the products are intended.
• Previous offshore experience in a survey related field
• Good communication skills, both verbal and written
• Team player
• Previous experience in the field of subsea survey
• Previous experience of customer support
• Previous experience in a helpdesk or support role
• Previous experience of survey data acquisition or processing
• Previous training experience

Education

• Secondary school qualifications
• Degree in an IT or survey related subject or similar is desirable

About FET

FET (Forum Energy Technologies, Inc.) is a global company, serving the crude oil, natural gas, and renewable energy industries. FET is headquartered in Houston, TX with quality manufacturing, efficient distribution, and service facilities conveniently located to support the major energy-producing regions of the world. Forum’s products and services range from the underwater reservoir to the refinery, from the sea floor to the above ground transportation line. We pride ourselves on giving you a comprehensive offering of solutions to maximize your operations and improve your bottom line. Our customers are our partners and we work with them to solve their ever-changing challenges.

FET is an Equal Opportunity Employer. FET does not discriminate on the basis of race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected under federal, state, or local law. All employment decisions and practices at FET are subject to the foregoing non-discrimination provisions and are based solely on merit, competence, performance, and business needs at the time.