Support Shepherd

Position:&nbsp; Customer Experience SupportWorking Hours:&nbsp; M-F 8am-5pm CSTSalary:&nbsp; 1,200USD to 1600USDType of contract: Independent contractor / Independent professionalAbout the company:&nbsp;We are Oklahoma's leading water solutions provider, combining expertise in infrastructure development, logistics management, and technology innovation to deliver reliable, efficient, and sustainable water services to our clients and communities. Join us in our mission to shape the future of water management in Oklahoma and beyond.Summary of Position:A Customer Experience Support professional is responsible for acquiring information about the user problems and identifying the underlying issues when users reach Bison through our call center. Their primary task is to examine the symptoms reported by the end user and analyze the problem at hand. Once the root cause of the problem has been determined, the professional’s scope of work extends to evaluating potential solution options. They will assess various methods and techniques to resolve the issue, considering factors such as feasibility, efficiency, and effectiveness. In handling simple issues, these support professionals may leverage their knowledge of the Bison technology.&nbsp; Responsibilities<ul> <li>Responsible for managing Bison user accounts throughout their life cycle, including creating and updating user information. This involves creating user accounts, assigning appropriate access levels, and ensuring user accounts are deactivated or removed as necessary.</li> <li>Handle password reset requests from Bison users, verifying their identity and assisting them in resetting their account passwords. Ensure adherence to password policies and best practices while maintaining the security of user accounts.</li> <li>Stay updated with the latest releases and updates of Bison applications. Perform regular updates and upgrades to ensure that all Bison users are running on the latest version.</li> <li>Assist users with the installation and uninstallation of Bison applications on their devices. This includes guiding them through the installation process, ensuring compatibility, and troubleshooting any installation issues that may arise.</li> <li>Provide basic troubleshooting support to internal users. This may involve assisting with network connectivity problems, software glitches, or other technical difficulties. Troubleshooting may include diagnosing the problem, following predefined procedures, and offering step-by-step guidance to resolve the issue.</li> <li>Respond to user inquiries and requests for technical assistance, providing timely and accurate support. Offer guidance on using applications effectively, navigating system interfaces, and utilizing available resources. Ensure a positive user experience by delivering excellent customer service and resolving issues promptly.</li> <li>Maintain detailed documentation of user requests, actions taken, and resolutions provided in Salesforce. Keep accurate records of troubleshooting steps, account modifications, and application updates performed.</li> <li>Collaborate with other IT teams and departments to ensure seamless user support and efficient problem resolution. Share knowledge, contribute to the team's collective expertise, and actively participate in team meetings and discussions to improve processes and enhance user satisfaction.</li> </ul>Requirements<ul> <li>Bachelor’s Degree or equivalent education and/or work experience</li> <li>2+ years of experience in a Customer Support or equivalent role</li> <li>Excellent written and verbal communication skills</li> <li>Strong organization and presentation skills</li> <li>Oilfield services or midstream experience is a plus</li> <li>Must be flexible and comfortable in a fast-paced environment with continuously changing</li> <li>priorities</li> <li>Committed team player with the ability to function both independently and as part of a team</li> <li>Innate ability to understand complex systems and problems and ability to see the big picture</li> <li>High degree of accuracy and attention to detail</li> <li>Strong verbal &amp; written communication skills</li> <li>Ability to effectively work both independently or in a collaborative environment</li> </ul>APPLY NOW!