Application Support Specialist
Job Summary
Job Description
- 2+ years of experience in application support or similar roles
- Bachelor's Degree
- Background in the oil and gas industry
- Knowledge in Well and Permit Data
- Experience with SQL or GIS
- Strong interpersonal skills
- Fluency in a second language is an asset.
6 skills required
Job Details
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.
- 2+ years experience in application support roles or similar client-facing roles.
- Bachelor's Degree
- Background in land in the oil and gas industry
- Knowledge in Well and Permit Data
- Experience with SQL or GIS
- Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
- Self-disciplined, resourceful, proactive, and productive.
- Excellent written and verbal communication in English and fluency in business in a second language is an asset.
- 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.
- 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.
- 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.
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About The Company
Enverus is a single source platform for management, development and acquisition, within the entire energy value chain. From early-stage investment to full-scale development, we provide the actionable intelligence, in-depth analysis and speed to support your changing energy strategy.
This is what we call Intelligent Connections: empowering your company to discover previously unseen insights and opportunities, act fast, and deliver extraordinary outcomes.
A Technology Partner for the Future:
Enverus is the most trusted knowledge and analytics platform in the energy industry, with real-time access to analytics, insights, benchmark costs, revenue data and more.
More than 300 financial institutions and more than 5,000 energy companies rely on our analytics, intelligence, and technology to make capital investment decisions and increase investor ROI.
Our platform is built both by, and for, our industry. Our source is our own connections — with direct access to more than 98% of U.S. producers, and more than 35,000 suppliers, we inform more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing.
What We Provide:
Our platform provides a centralized, single-source of truth, with energy analytics informed by more than 20 years of market intelligence and machine-learning.
For personal, customizable support, our highly experienced, sizable analyst team provides thought leadership, consulting and tech innovation.
Our goal is to build a long-term relationship with you, addressing your challenges today, while providing the tools for you to thrive tomorrow.
Our customers regularly report major production increases, substantial savings on labor costs, impressive savings and EUR improvements.
We provide a complete scope of the entire energy industry, including oil and gas, financial institutions, power, utilities and renewables. But we also illuminate their connections, and where they’re going.
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