Zedi SCADA Technical Support Engineer
Greenlee Textron Inc
Pasig, National Capital Region,  Philippines
2d ago

Emerson has an opportunity within our ZediSCADA Cloud Solutions team for a Technical Support Engineer in ourCustomer Care Centre.

The ideal candidate will have a minimum of twoyears’ experience providing support or working in a production operation rolein oil and gas, ability to troubleshoot and resolve issues effectively.

Responsibilities Business :

  • Receive and act on all inquiries from customers with a focus on superior customer service
  • Ability to communicate with customers via email and phone, effectively
  • Identifying and reporting application bugs.
  • Refer enhancement requests and / or technical service requests to the appropriate team members.
  • Escalate customer issues to other areas within Customer Care
  • Support other team members enthusiastically when called upon for help.
  • Make recommendations to improve efficiency.
  • Represent the department to the other departments in the company.
  • Act as a change agent both internally and for our customers to promote and effect continuous improvement in the delivery and the adoption of Zedi solutions.
  • Participate in the development and delivery of new service offerings
  • Technical :

  • Ability to multitask and utilize multiple systems and programs in order to resolve customer issues
  • Monitor, analyze and respond to well alarms
  • Receive and act on support requests with a focus on superior customer service while troubleshooting and resolving problems.
  • Ensure all information is documented, kept up to date and changes are entered into database promptly
  • Monitor and respond to working alone devices.
  • Validate and troubleshoot production data for various reports.
  • Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters across multiple SCADA Hosts.
  • Basic level of troubleshooting customer issues including set up of new customers permissions, password resets, Monitor and notify customers of alarm notifications
  • Coordinating the implementation of automated data pushes to a customer’s field data capture or production accounting solution.
  • Maintain accurate reports from all communications with clients using Sales Force / Service Cloud
  • Experience working within Sales Force / Service Cloud
  • Identify and create leads through Lead Generation program
  • All other duties as assigned
  • Experience andEducation Requirements

  • Two (2)+ years in a customer service role
  • One (1)+ year experience working within a technical support environment
  • Preferably BS in Chemical, Electrical, Electronics, Mechanical,Instrumentation, Computer, or other Engineering Degrees
  • 2+ years’ experience providing support and / or working in a production operations role within an oil & gas company.
  • 1+ years’ experience working within a technical support environment
  • Excellent customer service and communication skills.
  • Intermediate skills in Microsoft office (Outlook, Word, Excel) and the ability to learn new software quickly.
  • Proven ability to identify, analyze and resolve complex issues.
  • Excellent time management skills, particularly the ability to manage numerous interruptions and juggle several complex issues at one time.
  • Strong organizational and prioritization skills.
  • Preferred Knowledge andSkills

  • Knowledge and / or skills in Salesforce and Service cloud an asset.
  • Proficient in Microsoft Word, Excel and Power Point, and basic understanding of computerized databases
  • Strong team player, capable of performing in a fast-paced, deadline driven environment
  • Fast learner
  • Able to work with confidential information
  • Strong investigative skills in a multitude of assets
  • Superior communication skills both written and verbal
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