Application Support Analyst - 24149

Description
Application Support Analyst
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 a highly driven Application Support Analyst 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. Enverus is the right company at the right time.
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.
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.
• 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

Day-to-Day Activities

• 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, general application navigation, and product training.
• Read product release updates.

Competitive Candidate Profile

• 2+ years experience in application support roles or similar client-facing roles.
• Bachelor's Degree
• Experience with Microsoft Excel (Specific for T&R)
• Industry experience or an industry degree is a plus

This role is eligible for: Variable Compensation
Salary Range: 46,000 - 55,000 + bonus