Customer Support Representative/Application Support Analyst

Description

• 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.  

• 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. 

• 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. 

• 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.