[Hiring] Application Customer Support Analyst @Enverus

Role Description

As a Customer 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.

• Provide front-line support for our software applications via phone, email, or virtual screen share with 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.
• 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.

Qualifications

• 2+ years of experience in application support roles or similar client-facing roles.
• Bachelor's Degree, 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.
• 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 in conflict resolution.
• 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.

Requirements

• Answer client calls and proactively call clients for troubleshooting.
• Respond to email and web form inquiries.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, with general application navigation, and with product training.
• Read product release updates.