Software Help Desk and Training Manager

2 weeks ago

Calgary, Canada Ascertra Full time
The Help Desk and Training Manager leads the team responsible for Support and Training for Omnira Software’s products. You will lead the team responsible for activities intended to provide insight for our clients so that they can optimize Omnira Software use for critical functions.

The primary objective of this role is ensuring that Omnira provides exemplary customer satisfaction.

The Help Desk and Training Manager reports directly to the Director of Client Services at Omnira Software.
Responsibilities
  • Establish a dedicated Help Desk and Training organization that supports Omnira’s ambitious growth plan.
  • Lead the team that provides Help Desk and Training Services to our client base.
  • Gain a deep understanding of Omnira’s solutions to effectively guide your team and assist customers.
  • Hold regular 1:1 meetings with team members to ensure objectives are being met.
  • Provide regular performance reviews to ensure the team is developing every term.
  • Ensure Help Desk and Training processes are upheld to support Omnira’s commitment to providing the highest quality of support for our clients.
  • Ensure systems are in place and utilized to capture, report, and communicate standards of service (KPIs), including client feedback and trends in product direction.
  • Develop and deliver training programs for new support team members.
  • Ensure there is accountability with thorough follow-up on unresolved issues or escalations and sharing of client feedback within the organization.
  • Work closely with the P&D and the Sales teams to understand, address, and resolve customer concerns.
  • Ensure Omnira Training offerings are always improving and provide a high level of customer satisfaction.
  • Establish and maintain strong relationships with customers to understand their needs and expectations.
  • Ensure staffing and knowledge levels are in place to support clients.
  • Identify opportunities for improving support processes and customer satisfaction.
Qualifications
  • Passionate about customer satisfaction.
  • Experience with Help Desk and/or Training Center Management.
  • Bachelor's degree with at least five years of experience within Oil and Gas industry.
  • Ideally work experience in one of the following areas: petroleum economics, reserves management and reporting, budgeting, or field development planning.
  • Strong leadership skills.
  • Experience leading a team of technical experts.
  • Strong verbal and written communication skills are essential.
  • Sharp analytical, technical, and troubleshooting/problem-solving skills.
  • Motivated, self-starter with an excellent work ethic and high level of integrity.

If you are interested in working in our dynamic environment and are willing and eager to take on the challenge, please submit your resume with a cover letter stating your fit for the position and career expectations. Who We Are Omnira Software is part of the Constellation Software Inc. family of companies. Constellation Software Inc. is publicly traded on the Toronto Stock Exchange (TSX) under CSU. Omnira Software is a leading provider of reserves management, planning, and volume forecasting solutions to help oil and gas professionals make better capital investment decisions to find and develop their hydrocarbon resources, aiming to maximize shareholder value. You can find out more at www.omnirasoftware.com.

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