MWD Support - Level 3

Support our MWD Products and our Awesome Customers!

The team we are building must be aligned to our Core Values:

• Unstoppable. We do not rest until the solution is delivered. We do not give up.
• Effective. We deliver fast results without compromising reliability.
• Open & Unbiased.

Excuses never built anything. We own our mistakes and communicate the good and the bad.

• Focus on Growth.

Whether its you as a person or in your role with us, we want people dedicated to growing every day.

About the Opportunity

Erdos Miller is looking for a person interested in an experienced MWD Specialist who possesses positive energy, technological expertise and is highly motivated to expand the impact of our Customer Experience team. This is a multi-faceted role with responsibilities related to field support, help-line support, training and product roadmap planning. We are looking for a dynamic individual with diverse skills who is motivated by our mission and has problem-solving skills.

This position may be for you if you

• Have a positive attitude and want to use your talents to make a difference
• Love staying organized and get satisfaction from marking tasks complete
• Have a willingness to speak up when someone around you is making a mistake
• Enjoy communicating with people and helping make their jobs better
• Can handle emergency phone calls calmly

Examples of work

• Debugging rig issues even when not related to our products
• Solving helpdesk tickets and following up with the client
• Maintaining a helpdesk record system (Zendesk)
• Attending engineering meetings to provide feedback from our customers
• Visiting customer shops and rigs to provide face-to-face training on our products
• Working with our production team to deliver quality products to our customers

Requirements

• Positive Attitude
• High school diploma or equivalent
• 5+ Years of MWD field experience and an ability to solve a multitude of rig related problems
• Proficient in Microsoft Office Suite
• Technology fluency and ability to learn new platforms
• Excellent communication and interpersonal skills
• Handle sensitive information in a confidential manner
• Excellent time management skills
• Ability to multi-task and prioritize a to-do list
• Attention to detail and creative problem-solving skills
• Exceptional organizational skills
• Desire to be proactive and create a positive experience for others
• Willingness to receive and implement critical feedback
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

• Employee health benefits eligibility
• Matching 401k
• Option for dental and vision coverage
• Paid Time Off

Within 90 Days, you can expect to

• Have a 90-day growth plan developed and tracked with your manager
• Have a base grasp of Erdos Miller’s primary product lines
• Handle on-call shifts with support from the existing team members
• Create and manage tickets in Zendesk
• On proactive shifts find inefficiencies and improve our processes or documentation
• Communicate directly with clients on the phone and in person
• Document engineering bugs and communicate them with the engineering team
• Lead a Monday morning shift handover
• Attend customer meetings with the sales team

Within 12 Months, you can expect to

• Have a strong grasp of all of Erdos Miller’s major product lines
• Handle on-call shifts directly with no need to call in other CX members for help
• Create Zendesk reports and understand our CX KPIs
• Create training videos
• Create documentation for our product lines
• Lead customer training sessions
• Lead rig trips for Erdos Miller employees that don’t have rig experience
• Provide feedback on design improvements based on common Zendesk tickets
• Identifying inefficiencies in any customer interaction and proactively solve them