Technical Support Operator

at  Cold Bore Technology Inc

WHO WE ARE:

Cold Bore Technology is a leading software solution in Oil & Gas completions for multiservice data integration. Cold Bore Technology has built a standard platform that will create, collect, and structure independent data sources into a format that is consistent and easily consumable for the end user. Our proprietary software enables competitive service companies to communicate on the same platform without compromising the integrity or confidentiality of there own data to optimize operations for the benefit of the participating E&P operator.
We work with a number of departments within our partners organizations to help solve their current data and operational issues. These issues range from efficiency gains, data pipelines, integration of custom software solutions, data storage solutions, data streaming services, data health, communication up-time, general data structure and data analysis. Our customers receive support from our multi-disciplined team on all their custom projects and their normal day to day operations.
The Cold Bore team is comprised of a very diversified group of talented individuals. Our company has talent that ranges from field data services, software developers, project managers, personnel coordinators, hardware designers, R&M techs, finance personnel and a ton of home-grown self-motivated contributors that have created an energetic and unique company. We continue to grow, not only in work volume but unique knowledge that continually expands our companies’ capabilities and opportunities for a broader spectrum data solutions company. We are a company focused on the propagation of incredible culture throughout our teams. We support our people with strong beliefs and the support of continued individual personal growth.

REQUIREMENTS:

• Experience working in Information Technology (IT) is considered an asset.
• Oilfield experience is considered an asset.
• Proficient with Microsoft Office.
• Ability to research and identify solutions for existing or elusive problems.
• Capable of adapting to changing work roles.
• Proven experience as a Help Desk Technician or other customer support role is an asset.
• Good understanding of computer systems, advanced networking skills and emerging wireless technologies.
• Ability to diagnose and resolve basic technical issues.
• General understanding of electrical circuitry.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented mindset with the ability to remain even-tempered under pressure.
  Job Types: Full-time, Permanent
  Pay: $55,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Wellness program
• Work from home

Schedule:

• 12 hour shift
• Day shift
• Night shift

Work Location: Hybrid remote in Calgary, AB T2C 5C

ROLE DESCRIPTION:

Cold Bore Technology is seeking a Remote Technical Support Operator to join our growing RTOC team. Reporting to the RTOC Coordinator, you will be responsible for providing technical support and expertise to customers and Field Technicians remotely. This role is an opportunity for a self-starter to grow their experience in the exciting world of high tech, working with some of the smartest people in the industry to revolutionize completions through IIoT smart technology. Working in a fast-paced team environment, this role requires a self-motivated individual with a high degree of collaboration and innovation. Come work with a ground-breaking and result-driven team determined to transform the Oil & Gas Industry through technology!

RESPONSIBILITIES:

• Serve as the first point of contact for customers and Field Technicians seeking technical assistance over the phone or email.
• Frac tree monitoring and analyzing data streams to identify issues with the data being collected.
• Create daily reports, communicate with stakeholders, and provide follow up as necessary.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determine the best solution based on the issue and details provided by customers and Field Technicians.
• Walk the customer or Field Technician through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems, and their resolution in logs.
• Identify and suggest potential areas of improvement on procedures.