Application Support Specialist

Description

• 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. Manage emotions (Calm, non-defensive, respectful)
• Maintain and increase product and technical knowledge to provide quality support.
• Follow department and Enverus processes and procedures.
• 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 neighbouring departments within Enverus.
• Escalate product issues, 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-added features of the product.
• Provide updates to customers on outstanding issues that have yet to be resolved.
• Investigate advanced technical issues and engage with other team members or stakeholders to identify a solution for the client.
• Gain a complete understanding of client requirements before providing solutions (be diligent in determining reasons for enquiry)
• Participate in Cross-training to develop new skills, expand knowledge, learn new products and improve the Business and customer experience.
• Collaborate in the Documentation-Knowledge folder.
• Work closely with the Supervisor/Manager with special assignments/projects.
• Participate in shadowing sessions with senior team members to work with clients' Implementation and special projects, acting as a project manager and ensuring that all the technical requirements and resources are available for the client to complete at the deadline.

• Answer and proactively call clients for troubleshooting (not applicable for T&R).
• Respond to email and web form inquiries (not applicable for T&R).
• 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.