Application Support Specialist
2 months ago
Description
Application Support Specialist
Why YOU want this position
Enverus is the leading energy SaaS company delivering highly technical insights and predictive/prescriptive analytics that empower customers to make decisions that increase profit. Enverus' innovative technologies drive production and investment strategies, enable best practices for energy and commodity trading and risk management, and reduce costs through automated processes across critical business functions. Enverus is a strategic partner to more than 6,000 customers in 50 countries.
We are currently seeking an Application Support Specialist to join our Customer Support team. This role offers the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector.
Performance Objectives
• 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. Manage emotions (Calm, non-defensive, respectful)
• Maintain and increase product and technical knowledge to provide quality support.
• Follow department and Enverus processes and procedures.
• 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, 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-added features of the product.
• Provide updates to customers on outstanding issues that have yet to be resolved.
• Investigate advanced technical issues and engage with other team members or stakeholders to identify a solution for the client.
• Gain a complete understanding of client requirements before providing solutions (be diligent in determining reasons for enquiry)
• Participate in Cross-training to develop new skills, expand knowledge, learn new products, and improve the Business and customer experience.
• Collaborate in the Documentation-Knowledge folder.
• Work closely with the Supervisor/Manager with special assignments/projects.
Competitive Candidate Profile
- 2+ years experience in application support roles or similar client-facing roles.
- Bachelor's Degree
- Adanced experience with Microsoft Excel (Specific for T&R)
- Technical background: Data management/architecture experience, Java, Application Server distributed cloud-based architecture, Rest API/Webservices, and SQL (Specific for T&R)
- Industry experience or an industry degree is a plus.
- Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
- Self-disciplined, resourceful, proactive, and productive.
- Excellent written and verbal communication in English and fluency in business in a second language is an asset.
- 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.
- 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.
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.
Salary Range: $55,000 + bonus
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