Technical Support Analyst (Geologist) (req4130) Reading, England

The Role

Reporting to the Senior Technical Support Team Lead, the Technical Support Analyst (Geologist), is a member of a best-in-class Global Support Team, that acts as the first point of contact for many of our end users around the globe. As a member of this team for this you will provide hands-on technical support to ensure that customer enquiries enquiries are handled professionally, efficiently, and in a timely manner. The assistance you provide customers will range from connectivity issues through to geoscience solution specific issues.

The value our Support Team contributes to the success of our customer is of key strategic importance to the future of the company. We aim for a best-of-class Support organisation with the ability to scale effectively as we continue to grow.

In this role, you will have the opportunity to:

• Deal directly with customer to provide accurate and timely resolutions to their enquiries enquiries , primarily by email, telephone, or remote sessions.
• You will contribute to the provision of a world class service support facility, which provides quick responses to customers, effective listening to understand issues, clear and confident communication with the ability to provide education and support to all our users.
• Efficiently analyse, prioritise, and triage technical support requests based on the issues presented and ensure they are routed to the correct escalated resource when required.
• Follow up and track open support tickets to ensure satisfactory resolution.
• Effectively capture customer interactions in our Customer Relation Management System (CRM).
• Using the principles of KCS (Knowledge Centred Support), contribute to the creation of structured, re-usable content for the knowledge base.
• Recognise opportunities to leverage KCS to create content which benefits our customers and internal staff.
• Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials. You will advocate for and undertake the creation of learning content that directly assist customers through the onboarding and learn-and-use phases of their customer journeys.
• Work with the escalated technical staff, sales, and development teams and contribute to establishing suitable service levels for Seequent’s internal staff and customers.
• Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively. Resulting in Seequent’s customers and internal staff having a high-quality support experience at, or above, agreed service levels.

To be successful in this role, you should have:

• Post-secondary degree in Geology (other Geo-related science may be considered)
• Ideally a minimum 2 year of experience in a geo-related science role or a support role within the earth sciences industry.
• Highly computer literate.
• Familiarity with earth science related applications such as Leapfrog, Oasis montaj, Central, or other Seequent applications is considered an asset.
• Highly developed customer service orientation.
• Excellent English language communication skills, both verbal and written.
• Secondary language communication skills, an asset.
• Excellent analytical, trouble-shooting and problem-solving skills with a focus on quickly identifying and resolving customer issues.
• Keen organisational skills with the ability to multi-task and prioritise conflicting demands effectively under tight time constraints.
• Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
• Must be self-motivated and able to work with minimum supervision.

Additional Information:
Hybrid working environment, work from our Reading, UK office two or more days per week.

Beyond the initial training period, this role will consist of 4x10 hour shifts per week and will require weekend work. Shift schedules are still to be determined, but they are projected to be Sunday-Wednesday or Wednesday to Saturday 7:00am – 5:00pm.