About this role
- Reduce average customer wait time by 20% versus the pre-implementation baseline.
- Achieve 95%+ acknowledgment of Priority 1 and Priority 2 tickets within established response targets.
- Achieve 95%+ resolution within established SLA targets for Priority 1 and Priority 2 tickets where resolution is within the CSC's control.
- Achieve 95%+ timely escalation of Priority 1 and Priority 2 tickets requiring action outside the CSC, including assignment to the appropriate escalation resource within established escalation targets.
- Reduce abandoned calls by 40% versus the pre-implementation baseline.
- Improve CSAT by an appropriate target based on the pre-implementation baseline. If current CSAT is already high, measure improvement through a reduction in dissatisfied responses rather than a fixed 10-point increase.
- Reduce by 15% Awaiting Customer tickets aged >24 hours where action is pending from an NOV employee .
Bachelor’s degree in Business, Operations, Information Technology or a related field preferred; equivalent combination of education and relevant experience considered.
5+ years of experience in customer support, technical support, service operations or a related environment, preferably supporting a 24/7 oil and gas operation.
Strong oil and gas technical knowledge of instrumentation, communications technologies and digital solutions supporting real-time operations monitoring, with the ability to understand complex customer issues and determine appropriate troubleshooting and escalation paths.
Strong understanding of ticket management, escalation processes, service-level expectations and customer support operations.
Demonstrated ability to assess competing priorities, evaluate customer and business impact, and make timely operational decisions with limited supervision.
Strong problem-solving skills with the ability to identify patterns across customer issues or ticket activity and determine when broader escalation or response is required.
Strong verbal and written communication skills, including the ability to communicate effectively with customers, technical teams and management.
Ability to analyze operational data, identify trends and translate findings into actionable recommendations for management.