IT Customer Service Deputy

Global Edge is an international staffing firm connecting projects worldwide with the industry’s most talented project professionals. We work with high level technical and commercial personnel across multiple industries including Oil and Gas, Energy, Renewables, Infrastructure, Automotive and Motorsports, IT, Marine, Mining, and more. With offices strategically located worldwide, Global Edge is known for the highest level of delivery for our clients and contractors.

Position Overview

Our team is currently looking for an IT Customer Experience Deputy for one of our clients in the Oil and Gas industry.  

The IT Customer Experience Deputy will report directly to IT Manager. This position plays a crucial role in ensuring a positive and efficient experience for end-users within the organization. This position involves handling various tasks related to IT service requests, mobile billing, finance, and general administration. The specialist collaborates with cross-functional teams, analyzes technical issues, and contributes to system improvements.

Responsibilities & Essential Duties

• End User Escalations

• Relationship management with internal end users

• Request fulfillment (e.g., ServiceNow requests, digital investigations)

• Mobile billing administration (e.g., MobiChord, billing disputes)

• Finance & contract administration (e.g., product billing, renewals)

• Small CX projects

• General administration (e.g., documentation, process review, KBs)

• Collaborate with cross-functional teams to design, develop, and maintain software applications.

• Analyze complex technical problems, propose solutions, and implement them effectively.

• Contribute to system architecture discussions, ensuring scalability, performance, and reliability.

• Handle end user escalations by investigating the issue, evaluate the process, and keeping the end user happy during the process.

• Handle ServiceNow requests and digital investigations promptly and accurately.

• Manage mobile billing processes, including handling disputes and working with tools like MobiChord.

• Finance & Contract Administration: Assist with product billing, renewals, and related financial tasks.

• Participate in small customer experience (CX) projects, contributing to improvements and enhancements.

• General Administration: Maintain documentation, organize files, and handle administrative tasks as needed

Qualifications (Education, Experience, & Skills)

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

• Strong analytical and problem-solving skills.

• Excellent communication and collaboration abilities.

• Familiarity with ServiceNow and mobile billing tools is a plus.

Professional Competencies

• Builds Trusted Relationships

• Creates Effective Teams

• Thinks Strategically

• Inspires Innovation

• Demonstrates Courage

• Drives Continuous Improvement

• Makes Quality Decisions

• Delivers High Performance

Global Edge Group, LLC is an Equal Opportunity Employer. The Global Edge Group, LLC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.