ZEDI SCADA Technical Support Engineer

ZEDI SCADA Technical Support Engineer

Ben Edictio Search
Metro Manila / NCR
2 - 10 Years
Not Specified

Job Description

ZEDI SCADA Technical Support Engineer
Emerson has an opportunity within our Zedi SCADA Cloud Solutions team for a Technical Support Engineer in our Customer Care Centre.
The ideal candidate will have a minimum of two years’ experience providing support or working in a production operation role in oil and gas, ability to troubleshoot and resolve issues effectively.
Responsibilities
Business:
• Receive and act on all inquiries from customers with a focus on superior customer service
• Ability to communicate with customers via email and phone, effectively
• Identifying and reporting application bugs.
• Refer enhancement requests and/or technical service requests to the appropriate team members.
• Escalate customer issues to other areas within Customer Care
• Support other team members enthusiastically when called upon for help.
• Make recommendations to improve efficiency.
• Represent the department to the other departments in the company.
• Act as a change agent both internally and for our customers to promote and effect continuous improvement in the delivery and the adoption of Zedi solutions.
• Participate in the development and delivery of new service offerings
Technical:
• Ability to multitask and utilize multiple systems and programs in order to resolve customer issues
• Monitor, analyze and respond to well alarms
• Receive and act on support requests with a focus on superior customer service while troubleshooting and resolving problems.
• Ensure all information is documented, kept up to date and changes are entered into database promptly
• Monitor and respond to working alone devices.
• Validate and troubleshoot production data for various reports.
• Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters across multiple SCADA Hosts.
• Basic level of troubleshooting customer issues including set up of new customers permissions, password resets, Monitor and notify customers of alarm notifications
• Coordinating the implementation of automated data pushes to a customer’s field data capture or production accounting solution.
• Maintain accurate reports from all communications with clients using Sales Force/Service Cloud
• Experience working within Sales Force/Service Cloud
• Identify and create leads through Lead Generation program
• All other duties as assigned
Experience and Education Requirements
• Two (2)+ years in a customer service role
• One (1)+ year experience working within a technical support environment
• Preferably BS in Chemical, Electrical, Electronics, Mechanical, Instrumentation, Computer, or other Engineering Degrees
• 2+ years’ experience providing support and/or working in a production operations role within an oil & gas company.
• 1+ years’ experience working within a technical support environment
• Excellent customer service and communication skills.
• Intermediate skills in Microsoft office (Outlook, Word, Excel) and the ability to learn new software quickly.
• Proven ability to identify, analyze and resolve complex issues.
• Excellent time management skills, particularly the ability to manage numerous interruptions and juggle several complex issues at one time.
• Strong organizational and prioritization skills.
Preferred Knowledge and Skills
• Knowledge and/or skills in Salesforce and Service cloud an asset.
• Proficient in Microsoft Word, Excel and Power Point, and basic understanding of computerized databases
• Strong team player, capable of performing in a fast-paced, deadline driven environment
• Fast learner
• Able to work with confidential information
• Strong investigative skills in a multitude of assets
• Superior communication skills both written and verbal

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