Customer Support Representative/Application Support Analyst

Job Description

WORK FROM HOME AND NIGHT SHIFT OPPORTUNITY CUSTOMER SUPPORT REPRESENTATIVE or APPLICATION SUPPORT ANALYST

Location: Bangalore

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.

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 PERCENT or as required for company needs.

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