MWD - Level 3 Job Houston area,Texas USA,Customer Service/HelpDesk

Support our MWD Products and our Awesome Customers!

The team we are building must be aligned to our Core Values:

Unstoppable. We do not rest until the solution is delivered. We do not give up.
Effective. We deliver fast results without compromising reliability.
Open & Unbiased. Excuses never built anything. We own our mistakes and communicate the good and the bad.
Focus on Growth. Whether its you as a person or in your role with us, we want people dedicated to growing every day.

About the Opportunity

Erdos Miller is looking for a person interested in an experienced MWD Specialist who possesses positive energy, technological expertise and is highly motivated to expand the impact of our Customer Experience team. This is a multi-faceted role with responsibilities related to field support, help-line support, training and product roadmap planning. We are looking for a dynamic individual with diverse skills who is motivated by our mission and has problem-solving skills.

This

position may be for you if you:

Have a positive attitude and want to use your talents to make a difference
Love staying organized and get satisfaction from marking tasks complete
Have a willingness to speak up when someone around you is making a mistake
Enjoy communicating with people and helping make their jobs better
Can handle emergency phone calls calmly

Examples of work:

Debugging rig issues even when not related to our products
Solving helpdesk tickets and following up with the client
Maintaining a helpdesk record system (Zendesk)
Attending engineering meetings to provide feedback from our customers
Visiting customer shops and rigs to provide face-to-face training on our products
Working with our production team to deliver quality products to our customers

Requirements

Positive Attitude
High school diploma or equivalent
5+ Years of MWD field experience and an ability to solve a multitude of rig related problems
Proficient in Microsoft Office Suite
Technology fluency and ability to learn new platforms
Excellent communication and interpersonal skills
Handle sensitive information in a confidential manner
Excellent time management skills
Ability to multi-task and prioritize a to-do list
Attention to detail and creative problem-solving skills
Exceptional organizational skills
Desire to be proactive and create a positive experience for others
Willingness to receive and implement critical feedback
Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

Employee health benefits eligibility
Matching 401k
Option for dental and vision coverage
Paid Time Off

Within 90 Days, you can expect to:

Have a 90-day growth plan developed and tracked with your manager
Have a base grasp of Erdos Miller’s primary product lines
Handle on-call shifts with support from the existing team members
Create and manage tickets in Zendesk
On proactive shifts find inefficiencies and improve our processes or documentation
Communicate directly with clients on the phone and in person
Document engineering bugs and communicate them with the engineering team
Lead a Monday morning shift handover
Attend customer meetings with the sales team

Within 12 Months, you can expect to:

Have a strong grasp of all of Erdos Miller’s major product lines
Handle on-call shifts directly with no need to call in other CX members for help
Create Zendesk reports and understand our CX KPIs
Create training videos
Create documentation for our product lines
Lead customer training sessions
Lead rig trips for Erdos Miller employees that don’t have rig experience
Provide feedback on design improvements based on common Zendesk tickets
Identifying inefficiencies in any customer interaction and proactively solve them