Job description

JOB PURPOSE: To manage all of the request for LiftIQ and LiftWatcher in accordance with the SLA’s as well as advanced skills to meet the demand of customer service.

MAIN DUTIES AND RESPONSIBILITIES:
Connected Services Admin

• Communication between field, sales, business development managers, clients and co-workers

 Provide a complete daily turnover including active wells, pending tickets, resource outages, and outstanding issues

• Answers and directs phone calls to appropriate departments
• LiftWatcher + LiftIQ Administrative tasks + help desk monitoring

 Well Management (Creation, deletion, modification, Admin Center)
 User account management
 Basic real time communication troubleshooting
 Advanced real-time communication troubleshooting
 Documentation:
 Records each incoming request in the CRM.
 Ensures all tickets are always updated during the life of the case.
 Resolves tickets according to SLA.
 Track and escalate issues, including creation and sending notifications.

• LMS

 Follows IT Security policies
 Complies with mandatory QHSE training and fulfills QHSE objectives
 Additional duties as requested.

REQUIRED SOFT SKILLS:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer

• Attention to detail
• Initiative
• Creativity
• Excellent written & verbal communication
• Problem solving skills
• Excellent customer service skills
• Good interpersonal and presentation skills
• Fluency in English (additional languages a plus)
• Willing to work flexible hours when appropriate.
• Ability to handle multiple projects and tasks simultaneously.
• Ability to work under pressure.
• Ability to communicate effectively with customers, peers, and management.

EDUCATION:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer and Connected Services Team Lead

• Associate or Bachelor’s degree preferred

SUPPORT EXPERIENCE REQUIRED:
Connected Services Admin

• Experience on an IT Service Desk a plus
• Knowledge and experience in the use of Ticketing systems preferred
• 1-2 years of prior support
• iLearn modules L0, L1 (Legacy System)

Job Type: Contract

Pay: $18.00 - $20.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Englewood, CO 80112: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)

Work Location: One location

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