Application Support Analyst

Description

• Provide front-line support for our software applications via phone, email, or virtual screen share within organization-level agreements. 
• Work closely with the customer to troubleshoot and diagnose software application issues. 
• Answer client calls and proactively call clients for troubleshooting (60% emails, 40% calls) 
• Respond to email and web form inquiries. 
• 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. 
• Accountable for overall team productivity and performance through personal contributions. 
• Collaborate with team members and proactively participate in team discussions. 
• Show initiative to learn cross-department knowledge and thrive in sharing knowledge gained with teammates. 
• Gain knowledge on cross-department escalations, making sure customer inquiries are assigned to the correct Team/person for follow-up. 
• 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. 

• Strong interpersonal skills including empathy, active 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. 
• Understand the balance between quality and quantity. 
• 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. 
• Experience in application support roles or similar client-facing roles preferred. 
• Bachelor's degree 
• Advanced experience with Microsoft Excel 
• Industry experience or an industry degree is a plus. 
• Flexibility – this position is a day-schedule role, but during onboarding/training some overnight work will be required.