Description

Why YOU want this position

MineralSoft by Drillinginfo is the leading asset management software provider for the trillion-dollar mineral-rights asset class. Our technology is the first and only solution to fully digitize the ecosystem and move vital workflows into an integrated software solution. We empower our customers to answer questions that help validate and maximize their asset value and payments and also provide decision-making support around when to buy, sell or hold. This is a high impact, high reward opportunity with an established Austin-based oil & gas SaaS and data platform company.

Performance Objectives

The Customer Support Specialist is responsible for resolving customer inquiries, escalating requests, and communicating with all involved parties. Escalation will include understanding requests, communicating them to Operations and Customer Success, setting customer expectations and disseminating status updates and resolutions. The ideal candidate for this role will be able to clearly and proactively communicate in order to cultivate customer satisfaction, build trust, and create positive experiences. As the first member of this new team, the support specialist will work closely with the customer support manager to ensure new policies and procedures are working to best serve the customer.

• Manage daily case inquires and serve as the initial point of contact
• Engage with customer via email and occasional phone support to set and manage customers expectations through active communication
• Set case classification, priority, and escalation for new cases
• Manage escalations to the Operations Team and communicate resolution to customers  
• Provide QA resolutions prior to closing cases
• Classify case resolutions to standardize root cause and provide feedback to Product and Training Teams
• Build case deflection knowledge articles to help customers self-serve questions
• Experience with Salesforce Service Cloud is preferred

Competitive Candidate Profile:

• You have outstanding verbal and written communication skills
• You have a solid understanding of oil and gas (huge plus if you've already got it, mandatory you're willing to build it)
• You have experience providing positive, proactive, and solution-oriented client experiences
• You are an analytical problem solver who is not afraid of a challenge
• You are extremely detail-oriented and organized with proven success keeping track of many ongoing projects without dropping the ball
• You are self-managing and self-starting: you know how to prioritize, focus, and get things done
• You have CRM Experience - Salesforce Service Console experience is preferred