SCADA Support Account Lead

Technical Support Tulsa, Oklahoma


Description

SCADA Support Account Lead

About eLynx Technologies:
eLynx Technologies is the leading provider of cloud based SCADA software and automation solutions for oil and gas.

In this fast-paced work environment, candidates must be passionate about helping customers, have strong trouble-shooting skills, excellent verbal and written communication skills, be organized, work well in a team, demonstrate the ability to learn quickly and be able to manage, prioritize and delegate multiple priorities.

Reports To:
Customer Support Manager

Responsibilities:
• Be accountable as the primary support contact for a portfolio of assigned customer accounts
• Act as an escalation point for SCADA Support Technicians on complex problems
• Be a mentor and guide to our SCADA Support Technicians
• Help customers troubleshoot SCADA monitoring equipment over the phone and via Email
• Work with our Business Development team to setup new customers and devices
• Act as a SME on sales calls (as needed) to help answer questions and provide solutions
• Manage expectations by keeping customers well apprised of request statuses and expected delivery times
• Accurately document tickets, enhancements, bugs, and other customer facing issues
• Engage with other teams as needed to meet customers’ goals
• Participate in the Customer Support Call Queue and the Support Team’s on-call rotation

Requirements for the Position:
• Ability to operate with minimal direction or supervision
• Excellent written and verbal communication skills
• Passion for building and maintaining relationships
• Ability to effectively communicate technical concepts to both technical and non-technical audiences
• Excellent customer service skills with at least 5 years in a customer service role
• Passion and aptitude for learning new technologies
• Comfortable in a cohesive and cross-functional team environment
• College degree or equivalent Oil & Gas professional experience
• Ability to work weekends (as needed)

Additional experience/knowledge a plus:
• Experience with SCADA is highly desired, but not required
• Knowledge of Zendesk ticketing software
• Training internal and external customers

Salary:

Negotiable depending upon experience.




NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. eLynx Technologies, LLC is an Equal Opportunity Employer.