Application Customer Support Analyst

Description

Why YOU want this position

At Enverus, we’re committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.

We are the most trustedenergy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we’re helping our customers make better decisions that help provide communities around the world with clean, affordable energy.

The energy industry is changing fast. But we’ve continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn’t be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.

Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.

As aCustomer Support Analyst at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible fortroubleshooting, diagnosing, and resolving our user issues, and will have the opportunity to work on cutting-edgeEnverus software products. Your expertiseand commitment to customer experience will be essential to our success.

Performance Objectives

• Providefront-line support for our software applications via phone, email,or virtual screensharewithin organization-level agreements.
• Diagnose and troubleshoot software application issues, working closely with users to resolve problems efficiently and effectively.
• Maintain organized records of customer requests, ensuring all relevant information is documented accurately.
• Regular and predictable attendance for the designated shiftmay include rotating holiday support.
• Educate customersto help them gain value from our suite of products.
• Build rapport with our customers and drive high customer satisfaction.
• Maintain product and technical knowledge to provide quality support.
• Followdepartment andEnverus processesand procedures.
• Is responsible foroverall team productivityand performancethrough personal contributions.
• Collaborate with team members and proactively participatein team discussions.
• Ensure cases flow effectively to neighboring departments within Enverus.
• Escalate product issues, thoroughly document relevant informationto facilitateresolution, and anticipatefollow-up questions and next steps.
• Deliver client feedback to appropriate teams, includingall contexts,to adequately highlight value-add tothe product.
• Provide updates to customers onoutstanding issues that have yet to be resolved.

Competitive Candidate Profile

• 2+ years of experiencein application support rolesor similar client-facing roles.
• Bachelor's Degree, Industry experience, or an industry degree is a plus.
• Strong interpersonal skills includingempathy, listening,curiosity, andfriendliness.
• Self-disciplined, resourceful,proactive,and productive.
• Excellent written and verbal communication in English
• Leverages technical expertise to effectively troubleshoot and resolve client inquiries.
• Proven ability to take actionand efficiently achieve results.
• Anticipates follow-up questions and concerns and addresses them proactively.
• Canmanage multiple customer inquirieseffectivelyby focusing on one task while keeping track of others.
• Proficient in conflict resolution.
• Thrives in a collaborative team environmentand contributes to group discussions.
• Demonstrates resilience through a positive approach to change and challenges.
• High level of self-awareness and self-regulation.

DAY-TO-DAY ACTIVITIES

• Answer client callsand proactively call clients for troubleshooting
• Respond to emailand webforminquiries.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team membersvia chat rooms, emails,andphone calls.
• Help customers login, with general application navigation, and with product training.
• Readproductrelease updates.