Customer Support Representative/Application Support Analyst

6 Hours ago • 3 Years + • Customer Service

Job Summary

Job Description

This is a permanent work-from-home opportunity for a Customer Support Representative/Application Support Analyst. The role involves providing front-line support for software applications via email or web form, documenting customer requests, educating customers on product value, and building rapport to ensure high customer satisfaction. Responsibilities include investigating issues, escalating bugs, collaborating with team members, and providing updates on outstanding issues. The ideal candidate will have strong organizational, analytical, and interpersonal skills, be self-disciplined and resourceful, and possess excellent written and verbal communication in English. Experience in application support or client-facing roles is required, along with a strong understanding of Microsoft applications, particularly Excel. Familiarity with CRM systems like Salesforce and tools like Jira and Microsoft Teams is a plus.
Must have:
  • Provide front-line software support via email/web form
  • Document customer requests and information
  • Educate customers and ensure satisfaction
  • Strong organization and analytical skills
  • Excellent English communication skills
  • 3+ years of application support experience
  • Proficiency in Microsoft Excel
Good to have:
  • Experience with CRM systems (e.g., Salesforce)
  • Previous exposure to Jira, Microsoft Teams, Confluence
Perks:
  • Permanent work from home

Job Details

Description

PERMANENT WORK FROM HOME OPPORTUNITY !!!

WORK TIMINGS: HYBRID SHIFT (3.30PM TO 12.30AM IST

CUSTOMER SUPPORT REPRESENTATIVE/APPLICATION SUPPORT ANALYST (front lines)  
 
ESSENTIAL FUNCTIONS/RESPONSIBILITIES  
  • Provide front-line support for our software applications via email or web form within organization-level agreements. (Optionally phone, and virtual screen share.)
  • Document all relevant information related to customer requests in an organized fashion.  
  • 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.   
  • Follow department and Enverus processes and procedures.  
  • Accountable for overall individual/team productivity and performance through personal contributions (achieving set KPIs).  
  • Collaborate with team members and proactively participate in team discussions.  
  • Investigate data and product-related issues, escalate product bugs or data issues to the second line level, thoroughly document pertinent information which enables 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.  
ROLE COMPETENCIES AND SKILLS   
  • Enjoy working with people—kind and patient demeanour. Comfortable talking to the older demographic
  • Strong organization and analytical and interpersonal skills include listening, asking questions, demonstrating empathy, and caring.  
  • Self-disciplined, resourceful, proactive, and productive.
  • Comfortable working in a fast-paced, changing environment
  • Excellent written and verbal communication in English.  
  • Leverages Customer Service expertise to effectively resolve client inquiries.  
  • Proven ability to work under pressure to take action and achieve results. 
  • Ability to think outside the box to anticipate follow-up questions and concerns before addressing them proactively. 
  • Handles quick context changes and can multitask. 
  • Understand balance between quality and quantity.  
  • Proficiency in resolving both internal and external conflicts professionally. 
  • Thrives in team environments and contributes to group discussions.  
  • Demonstrates resilience through a positive approach to change and challenges.  
  • High level of self-awareness, problem-solving skills and self-regulation. 
DAY-TO-DAY ACTIVITIES   
  • Pull cases from the BSP queue flagged as Tier 1, and they are handled promptly.
  • Manage open cases from the personal queue and ensure the proper follow-up protocols are met.  
  • Review and update escalated issues by using Salesforce and Jira platforms.  
  • Collaborate with team members via chat rooms, emails, and phone calls. Ensure that all the communication shared is understood and followed.
  • Help customers with general data or product questions
  • Respond to email and web form inquiries within the established parameters.
  • Assist other team members with their queue is follow-ups need to be completed.
  • Handle emails to troubleshoot customers' issues via our available platforms (Salesforce, Five9).  
  • Ad hoc tasks. 
COMPETITIVE PROFILE   
  • 3+ years experience in application support roles or similar client-facing roles.  
  • Bachelor's Degree (Information Technology background preferred) 
  • Strong, advanced understanding of Microsoft Applications, especially Excel 
  • Industry experience or an industry degree is a plus. 
  • Understanding how CRM systems work will be an advantage E.g., Salesforce 
  • Previous exposure to Jira, Microsoft Teams, and Confluence will be a plus. 

Similar Jobs

Make - AI Product Manager

Make

(Remote)
1 Month ago
Salesforce - Enterprise Account Executive - Partner Cloud (Dutch speaking)

Salesforce

Amsterdam, North Holland, Netherlands (On-Site)
1 Month ago
Bazaar Voice - Sales Operations Analyst

Bazaar Voice

Bengaluru, Karnataka, India (Hybrid)
3 Weeks ago
Sonar Source - Major Account Manager - DACH

Sonar Source

Bochum, North Rhine-Westphalia, Germany (On-Site)
7 Months ago
Axon - Senior Project Manager, Commercial Operations

Axon

Boston, Massachusetts, United States (On-Site)
1 Month ago
ComeOn Group - Scandinavian Speaking Customer Experience Agent

ComeOn Group

St. Julian's, Malta (Hybrid)
3 Months ago
Brillio - Junior Network Support Technician

Brillio

Dallas, Texas, United States (On-Site)
1 Month ago
Salesforce - Customer Success Manager - Tableau

Salesforce

Mexico City, Mexico (On-Site)
1 Month ago
Enverus - Customer Success Manager

Enverus

Houston, Texas, United States (On-Site)
3 Weeks ago
Keywords Studios - Customer Support Team Lead - Remote

Keywords Studios

Okinawa, Japan (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

AccelData - DevOps Engineer

AccelData

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Scopely - Senior Analytics Engineer

Scopely

Mexico City, Mexico City, Mexico (Hybrid)
7 Months ago
Varonis  - Junior Security Analyst

Varonis

Morrisville, North Carolina, United States (On-Site)
2 Months ago
Simcorp - Customer Support Consultant

Simcorp

Manila, Metro Manila, Philippines (Hybrid)
2 Months ago
Tide - Senior Country Commercial Manager

Tide

Berlin, Berlin, Germany (On-Site)
2 Months ago
Dialpad AI - Account Executive, Mid-Market

Dialpad AI

Tempe, Arizona, United States (On-Site)
1 Month ago
Nice - Lead DevOps Engineer

Nice

Sandy, Utah, United States (Hybrid)
2 Weeks ago
Socure - Head of Product Management, AML

Socure

United States (Remote)
2 Months ago
Varonis  - Regional Sales Director

Varonis

Minneapolis, Minnesota, United States (On-Site)
1 Month ago
Lead Venture - Business Development Representative

Lead Venture

United States (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

BigShip - Software Tester

BigShip

Dehradun, Uttarakhand, India (On-Site)
8 Months ago
Alp Consulting  - 3D Artist-Illustrations:Iso-Draw,Creo Parametric,View,Adobe illustrations

Alp Consulting

Madha, Maharashtra, India (On-Site)
1 Year ago
Contentstack - Senior Payroll & Compliance Specialist - II

Contentstack

Pune, Maharashtra, India (Hybrid)
1 Month ago
Zelis  - Regulated Claims Settlement Coordinator

Zelis

Hyderabad, Telangana, India (On-Site)
1 Month ago
Ethos Life - Bot Automation Tester

Ethos Life

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Sika Group - Program Manager

Sika Group

Chakan, Maharashtra, India (On-Site)
1 Month ago
Technicolor Creative Studios - Senior GL Accountant (French language Expert)

Technicolor Creative Studios

Bengaluru, Karnataka, India (On-Site)
8 Months ago
AeroSpike - Quality Engineer

AeroSpike

Bengaluru, Karnataka, India (On-Site)
6 Days ago
Paytm - Customer Service Team - Paytm Money

Paytm

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Capgemini - Storage Admin (Consultant/Lead/Architect)

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

playrix  - Customer Support Representative (German)

playrix

Cyprus (Remote)
8 Months ago
Coda - Senior Technical Support

Coda

Jakarta, Indonesia (Hybrid)
2 Weeks ago
USE Insider - Customer Success Manager

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
8 Months ago
Prism VR  - Customer Success Manager

Prism VR

(Remote)
1 Month ago
Sporty - BR Customer Experience Lead

Sporty

São Paulo, State Of São Paulo, Brazil (On-Site)
1 Year ago
Thousand Eyes - Customer Success Specialist

Thousand Eyes

Mexico City, Mexico (On-Site)
3 Weeks ago
Varonis  - Manager of Customer Success

Varonis

United States (On-Site)
2 Months ago
Techland - Technical Support Specialist (with English)

Techland

Ostrów Wielkopolski, Greater Poland Voivodeship, Poland (On-Site)
3 Months ago
ComeOn Group - Danish Speaking Customer Experience Agent

ComeOn Group

St. Julian's, Malta (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Houston, Texas, United States (On-Site)

Houston, Texas, United States (On-Site)

Brno, South Moravian Region, Czechia (On-Site)

Brno, South Moravian Region, Czechia (On-Site)

Brno, South Moravian Region, Czechia (On-Site)

Spain (Remote)

Brno, South Moravian Region, Czechia (Hybrid)

Dallas, Texas, United States (On-Site)

Brno, South Moravian Region, Czechia (On-Site)

View All Jobs

Get notified when new jobs are added by Enverus

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug