Note: The job is a remote job and is open to candidates in USA. Enverus is a trusted energy-dedicated SaaS company committed to empowering the global quality of life. As an Application Support Analyst, you will ensure exceptional support for customers and internal teams, troubleshooting and resolving software application issues to maximize user satisfaction.
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
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
- 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
Benefits
- Medical
- Dental
- Vision
- Income Protection (disability, life/AD&D, critical illness, accident)
- Employee Assistance Program (EAP)
- Healthcare Spending Account (HSA), Commuter
- Lifestyle & Wellbeing Program
- Pet Insurance
Company Overview
Company H1B Sponsorship