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Position name: Customer Experience Support

Salary: 1,000 - 1,600 USD monthly

Schedule: M-F, 8am - 5pm CST

Type of contract: Independent contractor

Summary of the position:

A Customer Experience Support professional is responsible for acquiring information about 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.

Essential responsabilities:

  • Responsible for managing 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.
  • Handle password reset requests from 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.
  • Stay updated with the latest releases and updates of applications. Perform regular updates and upgrades to ensure that all Bison users are running on the latest version.
  • Assist users with the installation and uninstallation of applications on their devices. This includes guiding them through the installation process, ensuring compatibility, and troubleshooting any installation issues that may arise.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • Bachelor’s Degree or equivalent education and/or work experience
  • 2+ years of experience in a Customer Support or equivalent role
  • Excellent written and verbal communication skills
  • Strong organization and presentation skills
  • Oilfield services or midstream experience is a plus
  • Must be flexible and comfortable in a fast-paced environment with continuously changing priorities
  • Committed team player with the ability to function both independently and as part of a team
  • Innate ability to understand complex systems and problems and ability to see the big picture
  • High degree of accuracy and attention to detail
  • Strong verbal & written communication skills
  • Ability to effectively work both independently or in a collaborative environment

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