As a Customer Support Analyst, you will provide first-level support for Enverus software applications, resolve customer queries, log and track service requests, escalate complex issues, and enhance overall customer experience. You will work independently while collaborating with the team to manage customer inquiries efficiently in a fast-paced environment.
Description
WORK FROM HOME AND NIGHT SHIFT OPPORTUNITY!!!
APPLICATION SUPPORT ANALYST
As an Application 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 for troubleshooting, diagnosing, and resolving our user issues, and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES
- Provide front-line support for our software applications via phone, email, or virtual screen share within 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 shift may include rotating holiday support.
- Educate customers to 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.
- Follow department and Enverus processes and procedures.
- Is responsible for overall team productivity and performance through personal contributions.
- Collaborate with team members and proactively participate in team discussions.
- Ensure cases flow effectively to neighboring departments within Enverus.
- Escalate product issues, thoroughly document relevant information to facilitate resolution, and anticipate follow-up questions and next steps.
- Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-add to the product.
- Provide updates to customers on outstanding issues that have yet to be resolved.
- Interested in working night shifts.
ROLE COMPETENCIES AND SKILLS
- Strong interpersonal skills including empathy, listening, curiosity, and friendliness.
- 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 action and efficiently achieve results.
- Anticipates follow-up questions and concerns and addresses them proactively.
- Can manage multiple customer inquiries effectively by focusing on one task while keeping track of others.
- Proficient conflict resolution skills.
- Thrives in a collaborative team environment and 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 calls and proactively call clients for troubleshooting
- Respond to email and web form inquiries.
- Troubleshoot user issues.
- Manage open cases.
- Review and update escalated issues.
- Collaborate with team members via chat rooms, emails, and phone calls.
- Help customers log in, general application navigation, and product training.
- Read product release updates.
COMPETITIVE PROFILE
- 2+ years experience in client/user service and application support roles or similar client-facing roles.
- Bachelor's Degree
- Industry experience or an industry degree is a plus.
PHYSICAL DEMANDS
- Ability to sit for long periods, work on a computer with repetitive motions and utilize devices typically in an office environment.
- Travel requirements: 0% or as required for company needs.
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