Note: The job is a remote job and is open to candidates in USA. Enverus is an energy-dedicated SaaS company that provides analytics, insights, and software solutions across the energy ecosystem. The Customer Support Representative provides front-line support for software applications, troubleshoots user issues, educates customers, maintains accurate case records, and collaborates with internal teams to resolve and escalate product issues.
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 effectively1 troubleshoot and resolve client inquiries
- Proven ability to1 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 in1 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
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