Oceaneering Customer Support Associate in Houston, Texas

Company Profile

Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.

Position Summary

The Customer Support Associate position is a tier 2 functional and technical role responsible for product support within the Maritime Business Line. The CSA’s primary responsibility will be to manage the day-to-day incidents and requests from our customers, including but not limited to account administration, functional/usage assistance, and technical troubleshooting. This role will serve as the escalation contact for the offshore support team and primary contact for all other requests/incidents raised during US business hours.

Duties & Responsibilities

ESSENTIAL

Customer Understanding

  • Provide support and assistance to our PortVision and TerminalSmart customers following team guidelines and best practices, with a focus on meeting all SLAs.

  • Provide class-leading customer service while being a champion for the products and advocate for the customer’s needs.

  • Collaborate and contribute to development needs through customer feedback to improve support and customer interaction.

Team Building, Alignment & Collaboration

  • Understand and commit to the vision and innovation in the MIP business plan and work tirelessly to execute on the strategy.

  • Understand the value our customers derive from our PortVision 360 and TerminalSmart product lines.

  • Contribute product expertise in an effort to assist in technical development of new fixes, features or enhancements when applicable.

  • Partner closely with Software Development and Sales departments to better serve customers and products.

  • Maintain accurate and up to date user account information within both PortVision 360 and TerminalSmart.

  • Look for new opportunities to bridge gaps in processes and teams, improving the synergy of the department.

Service Excellence

  • Maintain and update support knowledge base and product documentation, including customer training.

  • Identify support trends to improve customer service efficiency and effectiveness.

  • Gain the knowledge to help promote our products to potential new customers and retention of existing customers.

  • Work closely with support counterparts across the globe to ensure seamless transitions of the incident resolution process.

  • Constant focus on exceeding customer expectations with excellent communication, a proactive attitude, and strong sense of ownership.

  • Up to 10% travel, domestic and international.

NON-ESSENTIAL

  • Other duties as assigned.
Qualifications

REQUIRED

  • Associates degree or equivalent education and experience.

  • Minimum of 3 years in a client service or technical support environment.

  • Prior experience in the Maritime industry, including logistics and vessel tracking.

  • Proven track record of excellent problem solving and research skills, while projecting a positive, professional image.

  • Ability to solve real-time operational issues quickly, with good judgement.

  • Flexibility to manage multiple projects and priorities in a shifting environment.

  • Strong analytical and reporting skills.

  • Excellent organizational, motivational and interpersonal skills.

  • Excellent verbal and written communication skills.

  • Ability to easily adapt to and learn new technologies.

  • Self-motivated and able to perform duties and responsibilities independently.

  • Able to work a flexible schedule in 24/7 department setting, with initial expectation to work within US business hours.

DESIRED

  • Experience in a matrixed product/service line organization is desired.

  • Experience with service desk solutions (Jira, ServiceNow, Remedy, etc).

  • Experience with SaaS support.

Equal Opportunity Employer

All qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or other non-merit factors.

Job ID: 14145

Location: Houston, Texas

Full/Part Time: Full-Time

Regular/Temporary: Regular