Application Support Analyst

Description
Why You Want This Position:
Enverus is a leading energy SaaS company that provides highly technical insights and predictive/prescriptive analytics to empower customers to make informed decisions that increase profit. As an Application Support Analyst in the Business Automation department, you will have the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector. This role will allow you to use your skills and knowledge to help our customers optimize their experience with Enverus.

Key Responsibilities

• Provide first-level support for Enverus software applications, data, products, and services, answering and prioritizing service requests received via voice mail and email, which may include rotating holidays and weekends.
• Resolve product or service issues by clarifying customer complaints, determining the cause of the problem, selecting and explaining the solution to solve the problem, and following up to ensure resolution.
• Respond to internal and external customer questions efficiently and effectively using active listening, personalization techniques, and focusing on adding value.
• Handle customer problems that arise from the use of the product.
• Log and track calls using applicable ticketing software, maintain history records and related problem documentation, document customer requests, troubleshooting procedures, follow-up action items, assign to Senior Customer Support Analyst, and conversations with customers, including instructions communicated to customers intended to resolve their issues.
• Record resolution information in applicable ticketing software and maintain the accuracy of the help desk database.
• Escalate to a Senior Customer Support Analyst if an issue cannot be resolved within 30 minutes and qualifies as a more advanced fix.
• Investigate and validate reported issues to assess risk and exposure and drive prioritization discussions.
• Communicate with Senior Customer Support Analysts regarding escalated tickets and advanced solutions to customer inquiries.
• Work well in group problem-solving situations, look for ways to improve and promote quality, and manage difficult or emotional customer situations.
• Respond promptly to customer needs and solicit customer feedback to improve service.
• Perform all other duties as assigned by the Manager.

Competitive Candidate Profile

• High school degree or equivalent, bachelor's degree preferred.
• 1+ years of customer service experience, where application support is a primary job function preferred.
• Experience with call center software and/or Salesforce is desired.
• Windows, Microsoft Office, and macOS knowledge.
• Excellent written and verbal communication skills, with the ability to explain technical information to a non-technical audience and diagnose basic to intermediate technical issues involving software applications and interfaces.
• Solid organizational skills, including attention to detail and multitasking skills to meet deadlines, ability to complete assigned tasks under stressful situations, and ability to multitask between several critical customer situations at the same time.
• Maintaining a helpful attitude, working collaboratively and cooperatively in a team environment, and the ability to work with cross-functional teams.
• Able to work independently in a fast-paced customer service environment without requiring immediate supervision.
• Ability to follow procedures and documentation in problem resolution and rapidly diagnose production issues.
• Interested in working night shifts.
• Having good computer skills, like installing/uninstalling the software's.
• Preferrable location - Bangalore