Application Support Analyst - 26363

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 trusted energy-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.

As a Phone and Email Customer Support Agent at Enverus, you will provide clear, professional support to customers using our software applications. You will troubleshoot issues, identify solutions, and guide users through their questions by phone and email. Strong English communication skills are required, including the ability to understand, speak, and write fluently. This role offers an opportunity to develop expertise in Enverus products while delivering a reliable and positive customer experience.

Performance Objectives

• Provide support for our products via phone, email, or occasional screen-sharing.
• Write clear, concise, and professional emails when responding to inquiries or recapping conversations after calls to build rapport with our customers and drive high customer satisfaction.
• Document all relevant information related to customer requests in an organized, structured manner.
• Provide customers with updates on unresolved issues.
• Follow department and Enverus processes and procedures.
• Be accountable for overall individual and team productivity and performance through personal contributions (achieving set KPIs).
• Collaborate with team members and participate in team discussions.
• Investigate data and product-related issues, escalate product bugs or data issues to the second-line level, and thoroughly document pertinent information to enable resolution and anticipate follow-up questions.
• Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-add to the product.
• Educate customers to help them derive value from our suite of products
• Regular and predictable attendance for the designated shift, which may include rotating holiday support.

Competitive Candidate Profile

• 3+ years of experience in application support roles or similar client-facing roles, including handling customer inquiries via email
• Bachelor’s Degree
• Exceptional verbal and written communication skills are essential and must be demonstrated at an outstanding level.
• Strong command of English grammar and professional writing required.
• Enjoy working with people, bringing a kind and patient demeanour.
• Demonstrate strong organizational, analytical, and interpersonal skills, including active listening and empathy.
• Possess advanced knowledge of Microsoft applications, especially Excel.
• Understand CRM systems, e.g., Salesforce; experience is an advantage.
• Have prior exposure to Jira, Microsoft Teams, and Confluence (preferred).
• Be self-disciplined, resourceful, proactive, and productive; comfortable in a fast-paced, dynamic environment.
• Show proven ability to work under pressure and deliver results.
• Handle quick context changes and multitask effectively.
• Thrive in a team environment and actively contribute to group discussions.
• Anticipate follow-up questions and proactively address concerns.
• Demonstrate resilience and maintain a positive approach to change and to challenges.

Additional Requirement

Applicants will complete a written test as part of the selection process to assess clarity, grammar, and professional tone in written communication.