• Job Description

  Req#: 834

  Stallion Infrastructure Services is a forward-thinking energy service company that leverages innovation to drive unmatched value for our customers. Our company is a single-source provider of cutting-edge technology-driven equipment and services, serving a diverse range of industries across the United States. At Stallion, we understand that business as usual is not enough. That's why we are committed to finding leaner, greener, and more productive ways of delivering services across the various industries we serve. We are dedicated to driving measurable value for our customers through our innovative solutions and expert logistics. With Stallion’s suite of integrated solutions and smart technology, we equip our diverse customer base with the tools and data-driven insights they need to reduce costs, maximize efficiency, and enhance their operations. Our focus on innovation and customer success sets us apart as a best-in-class energy services company. Stallion is passionately committed to creating value through a tireless quest for innovative solutions with state-of-the-art technologies, products, and services designed to benefit our customers, communities, and investors.

  About StaRComm:

  StaRComm Solutions is a scalable suite of technology services created specifically for keeping field operations connected. Created by a team with extensive industry experience, StaRComm provides unparalleled design, engineering, support, and service management to meet the needs of your operations. You may learn more by exploring our website at www.starcommsolutions.com

  Role Summary:

  The Video Support Specialist (VSS) is responsible for the helpdesk support of StaRcomm’s Video Surveillance product line and service offerings to existing and prospective customers. The VSS will be the subject matter expert for video surveillance and will have the responsibility for answering internal and external support requests via phone, email, and ticketing system. The VSS plays a crucial role in all parts of the product line; hardware builds, system configurations, estimating and quoting, customer support, project deployment, and R&D activities. Your goal is to evolve into the technical support leader for clients as well as field support needs.

  Education is critical to your success at StaRComm. You are expected to continually educate not only yourself, but also our clients and your co-workers in our evolving product line.

  Role Priorities / Responsibilities:

  • Answer tech support phone calls and emails to troubleshoot customer problems both during normal business hours and after hours and weekends.
  • Provide remote screen sessions to customers and technicians to aid in troubleshooting and training.
  • Perform remote troubleshooting and configuration of active and non-active Solar Surveillance Systems
  • Perform commission procedure on both new and refurbished assets.
  • Keep updated maintenance records for assets and complete preventative maintenance activities to ensure equipment meets performance requirements.
  • Provide technical/systems support as required for internal/external customers.
  • Effectively and efficiently communicate with customers to identify symptoms, causes, and solutions with end user access control, video, intercom & integrations.
  • Retain ownership of the issues until solution is identified and issues is resolved.
  • Log all required and pertinent information in a technical support incident management system.
  • Escalate issues that cannot be resolved at the VSS level or that require additional team members.

  Essential Knowledge, Skills and Abilities:

  • Must have a working knowledge of IT networks and infrastructures.
  • Must be self-motivated with a strong sense of urgency.
  • Detail orientated with a focus on customer service.
  • Excellent written and verbal communication skills
  • Demonstrates quality customer service support in a helpdesk setting.
  • Troubleshoots incoming help requests from end users via telephone and email in a timely, and thorough manner.
  • Documents the help desk problem solving process including successful and unsuccessful decisions, action taken, and results.
  • Possesses strong attention to detail.
  • Ability to communicate clearly and effectively over the phone.
  • Good oral and written communication skills.
  • Contribute solutions to issues in a knowledge base.
  • Learn new technology tools as needed.
  • Ability to multitask effectively.
  • Ability to solve issues over the phone.

  ADDITIONAL REQUIREMENTS:

  • Willingness to work all hours including nights and weekends.
  • Willingness to work hands on with the equipment.
  • Periodic travel may be required.

  Education or Certification:

  • Bachelor’s degree preferred, but not required.
  • 2 years of industry experience is preferred
  • Helpdesk experience preferred, but not required.

• About the company

  Stallion Oilfield Services is an innovative, equipment rentals and energy services company that provides clients with the tools that drive performance.

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