Support Centre Engineer

NOV; Ernakulam; On-site; INR 350,000 - 650,000; Full time

Job summary

NOV in India is seeking a technically adept customer support specialist to troubleshoot issues, assist with product installation and configuration, and ensure timely resolution of customer queries. The role emphasizes strong communication and a deep understanding of drilling instrumentation technology.

The responsibilities include documenting problems, escalating when needed, and maintaining up-to-date data in the helpdesk system, with adherence to SOPs and information security practices across

Qualifications

• Degree in Instrumentation, Electronics Engineering or Equivalent.
• 3 to 5 years’ experience in a customer support role.
• Experience with M/D Totco data acquisition and visualization technologies strongly preferred.
• A record of successful resolution of customer support issues as an individual contributor.
• A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.
• Experience with Zendesk ticketing System.
• Excellent written and oral communication.
• Detail orientated with the ability to provide analytical reports and concise feedback

Responsibilities

• Answer incoming calls in a professional and courteous manner.
• Thoroughly document and escalate potential problems via helpdesk support software and phone system.
• Contact on-call based on Standard Operating Procedure
• Perform other work-related tasks as required and as assigned
• Comply with all NOV company and HSE procedures and policies.
• Document and escalate potential problems via helpdesk system
• Use helpdesk, tracking system and website information to ensure all customer data is up to date
• Have an awareness of information security when working on and with customer information
• Monitor and maintain computer systems and complex networks
• Diagnose hardware/software issues

Skills

Communication skills

Problem solving

Analytical reporting

Attention to detail

Information security awareness

Education

Degree in Instrumentation, Electronics Engineering or Equivalent

Tools

Zendesk ticketing System

Helpdesk/ ticketing software

Network and systems monitoring

Job description

Job Description:

The role involves troubleshooting technical issues, assisting with product installation and configuration, and ensuring timely and effective resolution of customer queries. Strong communication skills and a deep understanding of drilling instrumentation technology are essential.

Responsibilities

• Answer incoming calls in a professional and courteous manner.
• Thoroughly document and escal* potential problems via helpdesk support software and phone system.
• Contact on-call based on Standard Operating Procedure
• Perform other work-related tasks as required and as assigned
• Comply with all NOV company and HSE procedures and policies.
• Document and escal* potential problems via helpdesk system
• Use helpdesk, tracking system and website information to ensure all customer data is up to date
• Have an awareness of information security when working on and with customer information
• Monitor and maintain computer systems and complex networks
• Diagnose hardware/software issues

Qualifications

• Degree in Instrumentation, Electronics Engineering or Equivalent
• 3 to 5 years’ experience in a customer support role
• Experience with M/D Totco data acquisition and visualization technologies strongly preferred
• A record of successful resolution of customer support issues as an individual contributor.
• A willingness to dive into customer support and technical issues as part of maintaining the skills necessary to manage and advocate solutions.
• Experience withZendesk ticketing System.
• Excellent written and oral communication.
• Detail orientated with the ability to provide analytical reports and concise feedback

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