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