Resolve & respond to internal & external Customer Call tickets regarding Well information and datasets.
Prepares or consolidates documentation on processes, data models, metadata & procedures for customer consumption.
Assists Product Management with the development, testing and deployment of strategic projects.
Assists in ensuring the overall quality and completeness of well & related databases.
Participates and interacts with Customers through an Online Data Community.
Participates in Client Advisor meetings & other cross-functional meetings as required as a Subject Matter Expert.
Provides expertise to Marketing, Sales, Product Management and others as necessary.
Specific Job Duties
Activities associated with Customer Call Tickets:
Processes incoming Customer Care tickets, prioritize enquiries, perform initial evaluation by checking entitlements, confirming user information/access and resolving enquiries as required.
Where necessary, escalates call tickets to appropriate internal departments (Customer Care, Information and Insight Operations [IIO], Information and Insight Operations Services [IIOS], Energy Technical (ET) for call ticket resolution.
Responds to customer enquiries by utilizing general domain knowledge and knowledge of data field structures and schemas to perform complex information querying, analysis and compilation.
Contacts customers as required for clarification of enquires or for call resolution.
Monitors, analyzes & performs trend analyses on well datasets.
Performs complex querying and analysis regarding well datasets.
Reconciles Customer entitlements & licensing.
A University Degree or Technical Diploma in Engineering, Petroleum Geology, Mineral Geology or equivalent experience.
- 5 -10 years’ experience in a direct or related field.
- Must have Oil and Gas well workflow knowledge/experience.
- Knowledge of and experience with Spatial databases (SDE), Relational Databases (Oracle, MS Access), UNIX, query tools (Toad, MS Access, SQL) is an asset.
- Experience with Oil and Gas data models (PPDM) is an asset.