NOV CTES is an award-winning international engineering company that provides leading-edge modeling software (Cerberus™) and hardware products to the wireline, pumping services, drilling, and coiled tubing industries. At CTES, we have a strong legacy of enhancing our customer’s operational performance with innovative software products. We are building on that legacy to modernize and advance our solutions to provide new capabilities, seamless interoperability, and unprecedented access to data on the job site, in the office, and via mobile technologies to give our completions customers a distinct competitive edge. Our portfolio expansion and continued success has generated a need for a Technical Support Specialist for our Conroe, TX office.

The Technical Support Specialist provides first line technical support response for customers needing assistance using CTES software. This includes investigating and resolving problems, answering questions, and tracking technical issues requiring further assistance from the software development team. Support specialists also play an important role in helping refine new features or capabilities.

• Provides technical support for software products to customers via phone, email, or remote session
• Assist with managing customer expectations and resolution of technical issues in a timely manner
• Accurately document product issues and convey workarounds and fixes to customers
• Work with customer to characterize issues encountered and collect all relevant information to facilitate root cause investigation
• Work with development team to reproduce and determine root cause of software product issues
• Track the resolution of technical issues in the database provided by NOV CTES
• Prepare internal and external documentation to describe procedures to resolve technical challenges, as needed
• Deliver client feedback to development teams to enhance future products and services

• Adhere to all NOV HSE policies, utilize appropriate PPE, and actively participate in monthly safety meetings
• Other duties as assigned

• 1-2 years working experience in a technical role using, testing, or supporting a software application
• Good problem-solving skills, attentive to detail, ability to multi-task
• Good communication skills and works well with the public
• Must be fluent in English
• Proven ability to define client issues and leverage resources to solve problems
• General knowledge of Windows operating systems
• Basic programming skills a plus
• Basic networking troubleshooting skills a plus

• Basic electronics troubleshooting skills a plus
• Well intervention and completions operational experience (coiled tubing, wireline, frac, etc.) a plus