Customer Support Representative / Application Support Analyst

Description

APPLICATION SUPPORT ANALYST  

ESSENTIAL FUNCTIONS/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. 
• 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. 
• Interested in working night shifts.

ROLE COMPETENCIES AND 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 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. 
• 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. 

DAY-TO-DAY ACTIVITIES 

• Answer client calls and proactively call clients for troubleshooting 
• Respond to email and web form inquiries. 
• Troubleshoot user 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. 

 COMPETITIVE PROFILE 

• 2+ years experience in client/user service and application support roles or similar client-facing roles. 
• Bachelor's Degree 
• Industry experience or an industry degree is a plus. 

PHYSICAL DEMANDS 

• Ability to sit for long periods, work on a computer with repetitive motions and utilize devices typically in an office environment.  
• Travel requirements: 0% or as required for company needs.