Technical Support Specialist

About Corva

Corva has built a first-of-its-kind energy app store on a bedrock of best-in-class technologies, data pipelines, and a secure and scalable architecture. Our energy solutions solve today's toughest well delivery challenges, from well design through drillout. The ever-evolving platform is not only future-proof for digitizing operations but is your toolkit to accelerate sustainability and energy transition goals. Our platform is built for speed and reliability and delivers unmatched features and capabilities.

Corva is powering worldwide innovation by driving efficiency, productivity, and profitability with our innovative energy solutions.

Mission

Corva’s mission is to accelerate the future of energy.

Values

Boldness

Extreme Ownership

Full Transparency

Bias Action

Radical Candor

Rapid Iteration

Uncompromising Quality

High Agency

About the role

The Technical Support Specialist is a key member of Corva’s customer support team, focused on resolving customer inquiries and issues through Intercom, email, and phone. The Specialist is responsible for ensuring prompt, accurate, and professional responses to customer requests, achieving the company’s goal of an average response time under 15 seconds and maintaining an NSAT (Net Satisfaction) score of 3.75 out of 4. This role requires self-motivation, strong problem-solving skills, and a passion for delivering exceptional customer experiences.

The Technical Support Specialist reports to the Drilling Operations Excellence Lead.

What you'll do

• Provide prompt and effective support to customer inquiries via Intercom, email, and phone.
• Collaborate with the operations, solutions engineering, and development teams to resolve customer issues.
• Monitor and meet performance metrics, including response time and NSAT score goals.
• Identify, troubleshoot, and resolve anomalies or problematic data reported by customers.
• Conduct QA/QC to guarantee data and operational quality.
• Provide recommendations to the Operations Excellence Lead and Director of Operations for improving efficiency, quality, and customer satisfaction.
• Review customer trends and provide actionable insights to enhance customer value.
• Assist in onboarding new customers and provide training as necessary.
• Contribute to the development of knowledge-sharing resources for internal and customer use.
• Prepare and deliver a weekly report outlining key metrics, categories of conversations, trends, follow-ups, poor Intercom ratings, open tickets, and bug reports filed, providing insights to wider stakeholders for process improvements.
• Collaborate with product managers and the development team on recurring issues and filing bug reports.

Qualifications

• Excellent written and verbal communication skills
• Strong technical troubleshooting and analytical skills.
• Proven ability to work effectively within a team environment.
• Detail-oriented with strong organizational skills.
• Ability to train and support team members and customers.
• Experience in the oil and gas industry.
• Bachelor’s degree in a relevant field (preferred)
• Prior experience working at Corva.
• Familiarity with Intercom or similar customer support platforms.

Performance Metrics

• • Average Response Time: Less than 15 seconds.
  • NSAT Score: Maintain a yearly average of 3.75 out of 4.

Schedule

• • 7 days on (6a - 6p), 7 days off