The Role
Provide remote technical support to customers and Field Technicians, troubleshoot issues, perform diagnostics, and improve procedures. Create daily reports and communicate effectively.
Summary Generated by Built In
Who We Are:
Cold Bore Technology is the new foundational standard in frac enterprise communication.
Cold Bore’s LayerZERO is the industry approach to a scalable foundation and future, the only company in North America providing a standard protocol enabled base layer (LayerZERO) for frac which not only services operators but service companies as well.
Cold Bore Technology “Automates & Standardizes” the entire operation through an enterprise solution.
LayerZERO Enterprise Communication enables Centralized Data Collection and Bidirectional Communication for the Entire PAD allowing for:
- An industry standard protocol that allows all services to have immediate bi-directional communication
- Supported by third party development teams for software products
- 24-hour pad health monitoring and troubleshooting reducing complexity and downtime
- Remote completion capabilities with a singular shared timestamp
- Real-time LayerZERO to Edge Server across all frac operation services including in-between interoperable capture (Well Swap, Switches, Zipper, etc.) for critical path evaluation
Role Description:
Cold Bore Technology is seeking a Remote Technical Support Operator to join our growing RTOC team. Reporting to the RTOC Coordinator, you will be responsible for providing technical support and expertise to customers and Field Technicians remotely. This role is an opportunity for a self-starter to grow their experience in the exciting world of high tech, working with some of the smartest people in the industry to revolutionize completions through IIoT smart technology. Working in a fast-paced team environment, this role requires a self-motivated individual with a high degree of collaboration and innovation. Come work with a ground-breaking and result-driven team determined to transform the Oil & Gas Industry through technology!
Responsibilities:
- Serve as the first point of contact for customers and Field Technicians seeking technical assistance over the phone or email.
- Frac tree monitoring and analyzing data streams to identify issues with the data being collected.
- Create daily reports, communicate with stakeholders, and provide follow up as necessary.
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
- Determine the best solution based on the issue and details provided by customers and Field Technicians.
- Walk the customer or Field Technician through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Record events and problems, and their resolution in logs.
- Identify and suggest potential areas of improvement on procedures.
- Experience working in Information Technology (IT) is considered an asset.
- Oilfield experience is considered an asset.
- Proficient with Microsoft Office.
- Ability to research and identify solutions for existing or elusive problems.
- Capable of adapting to changing work roles.
- Proven experience as a Help Desk Technician or other customer support role is an asset.
- Good understanding of computer systems, advanced networking skills and emerging wireless technologies.
- Ability to diagnose and resolve basic technical issues.
- General understanding of electrical circuitry.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented mindset with the ability to remain even-tempered under pressure.
Top Skills
MS Office
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The Company
What We Do
Cold Bore Technology's SmartPAD™ is the world’s first on-site Completions Master Control System (CMCS) and cloud platform. SmartPAD™ networks and connects all services on-site, providing bi-directional communication capabilities linking their respective control systems to move to fully autonomous frac operations. It tracks the workflow for the entire pad with an algorithm monitoring digital frac trees. SmartPAD™’s workflow derived from digital frac trees is a sensor-based timestamp for the entire pad. This doubles as the format with which the entire pad’s data is organized and moved to the cloud in real-time.
