Support Center Specialist

NOV Inc.•Houston, TX

About The Position

This role is responsible for owning service performance during an assigned shift, including response times, ticket backlog, priority handling, and resolution effectiveness. The specialist will take action when performance is at risk, such as reprioritizing work, reallocating resources, or escalating capacity concerns. They will determine ticket and work prioritization based on business impact, urgency, staffing availability, employee capability, and SLA exposure, reassigning work as conditions change. The role involves monitoring reported issues and ticket trends to identify emerging or recurring service issues, assessing customer/business impact, and initiating appropriate technical escalations, management notifications, customer communications, or operational responses. Ensuring critical and escalated issues are actively monitored, appropriately assigned, and progressed through resolution is key. The specialist will provide expert guidance to Leads and Technicians on complex issues, review customer calls and ticket responses for quality, identify quality gaps, and provide coaching. They will escalate recurring performance concerns to the Customer Support Manager and develop/maintain Support Center procedures and workflows. Reporting on key metrics and maintaining effective shift handoffs are also crucial aspects of this position.

Requirements

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.

Responsibilities

Own service performance during the assigned shift, including response times, ticket backlog, priority handling and resolution effectiveness. Take action when performance is at risk, including reprioritizing work, reallocating available resources or escalating capacity concerns.
Determine ticket and work prioritization based on business impact, urgency, staffing availability, employee capability and SLA exposure. Reassign work as conditions change throughout the shift.
Monitor reported issues and ticket trends to identify emerging or recurring service issues. Assess customer/business impact and initiate the appropriate technical escalation, management notification, customer communication or operational response.
Ensure critical and escalated issues are actively monitored, appropriately assigned and progressed through resolution.
Provide expert guidance to Leads and Technicians on complex or unusual customer issues and determine when additional expertise or organizational escalation is required.
Review customer calls and ticket responses for courtesy, promptness, accuracy, resolution effectiveness and adherence to established support processes.
Identify individual or team quality gaps and provide timely coaching and feedback.
Escalate recurring performance concerns to the Customer Support Manager when formal performance management may be appropriate.
Develop, document and maintain Support Center procedures and workflows to promote consistent and effective service delivery.
Provide reporting to management covering response times, ticket volume, backlog, critical or recurring issues, quality observations and areas requiring attention.
Maintain an effective handoff between shifts by communicating unresolved critical issues, significant customer concerns, emerging trends and items requiring continued attention.