WS/2671 - Application Support Representative

Job ID

2671

Discipline/Category:

Geoscientist/Application Support

Position

Application Support Representative

Type

Permanent

Remuneration

A competitive Base Salary is on offer dependent on skills and experience. In addition, Company benefits including Company-paid medical benefits plan and 21 days holiday to begin.

Location

UK Oxfordshire

Open To

EU Nationals or UK work permit holders

Start Date

ASAP

 
Overview
A leading supplier of software and solutions for earth exploration seeks an Application Support Representative to provide technical support to their Client base in Europe, Africa and the Middle East region. Applicants are invited with some industry experience preferably in a client engaging role. Great career prospects as the Company is expanding and operating globally. You will be trained in the Company’s technologies, exposed to all aspects of the business, and develop a deep understanding of the client base and their workflows.

The Company is well established globally for 30+ years and still remain focused on geoscience and exploration- delivering earth science services and technology solutions, across desktop, server and Internet platforms. Their software suite covers mapping, visualisation of subsurface drillhole and borehole data, ArcGIS tools, and tools to deliver and access large geoscientific datasets via the Internet or Intranet.

With offices across five continents, and a network of international business partners, the Company serves thousands of organizations, including government geological surveys and agencies, educational institutions teaching the earth sciences, land and marine subsurface investigations, and the most successful oil and mineral explorers in the world. They provide a quality work environment that is informal but professional, friendly and supportive. The company is employee-owned.

 
Responsibilities
As part of their global Technical Support Team and reporting to the Managing Director this role encompasses many functions including:
  • Become competent in the Company’s suite of software solutions, services, work flows and practices.
  • Using Knowledge Centered Support (KCS) best practices, provide accurate and timely corrective measures to clients and regional offices on necessary actions required to achieve resolution, primarily by telephone and email.
  • Efficiently prioritize technical support requests based on the issues presented.
  • Conduct appropriate diagnostic procedures to determine issues.
  • Liaise with other team members to resolve larger issues.
  • Follow up and track open support issues to ensure satisfactory resolution and maximize client satisfaction.
  • Ensure that all customer and internal support cases are handled professionally, efficiently and in a timely manner.
  • Liaise closely with escalation technical team members to receive solutions to complex cases and to provide feedback regarding unique technical challenges.
  • Accurately complete and record all support cases into our Case Management System.
  • Capture and accurately log issues in the form of bugs and enhancements in our Issue Management System, ensuring they are linked to the customer.
  • Assist in the creation of Customer Help content such as quick start guides, learning paths, and On-Demand Training materials.
  • Using the principles of KCS (Knowledge Centered Support), contribute to the creation of structured, re-usable knowledge in our knowledge base.
  • Continually increase knowledge of the Company and associated software and industry trends.
  • Read and retain details regarding the Companies policies and procedures.
  • This is a hands-on position that requires a diverse set of technical skills as well as the ability to keep up with ever-changing technology and business needs.
  • Be pro-active in ensuring knowledge gained is transferred across the company as appropriate.
This is an exciting and challenging role for a geoscientist with some experience looking to start/expand their career helping clients utilise and optimise the Company’s software applications, in their work flows to deliver results.

 
Preferences
The successful candidate will have:
  • Degree in geology, geophysics or a related discipline essential.
  • Some industry’ experience is an asset – however training provided.
  • Knowledge and hands on experience with “Oasis Montaj” suite or similar desired.
  • Previous experience in a client facing/liaison role highly advantageous – e.g. experience in application support or training of key interest.
  • Awareness of or completion of “HDI’s Knowledge Centered Support Fundamentals” course an asset.
  • Experience with Salesforce.com an asset.
  • Proficiency in PC applications is essential, along with demonstrated knowledge/understanding of computer system methods/processes and research tools.
  • Highly developed customer service orientation essential.
  • Excellent English language communication skills, both verbal and written.
  • French or other language skill, an asset.
  • Excellent analytical, trouble-shooting and problem solving skills with a focus on quickly identifying and resolving customer issues.
  • Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
  • Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
  • Must be self-motivated and able to work with minimum supervision.
  • Able to travel as required.
 
Other Information
Package: A competitive Base Salary is on offer dependent on skills and experience. In addition, Company benefits including Company-paid medical benefits plan and 21 days holiday to begin.
 
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