Application Customer Support Analyst - 26411

Enverus; Calgary; On-site; CAD 50,000 - 80,000; Full time

Job summary

Enverus in Calgary, Canada, is seeking a Customer Support Analyst to troubleshoot and resolve user issues across our SaaS platform. You will play a key role in helping customers maximize value from our software while collaborating with internal teams.

We value strong English communication, empathy, and a proactive approach to multi-tasking, with a focus on delivering excellent service in a fast-paced energy technology environment.

Qualifications

• 2+ years in application support or client-facing roles.
• Bachelor's degree or equivalent experience preferred.
• Strong written and verbal English communication.
• Empathy, curiosity, and collaborative mindset.

Responsibilities

• Answer client calls and proactively troubleshoot issues.
• Respond to email and webform inquiries and manage open cases.
• Troubleshoot technical issues and read product release updates.
• Collaborate with team members via chat, email, and phone.

Skills

Customer support

Communication

Problem solving

Multitasking

English fluency

Conflict resolution

Education

Bachelor's degree

Job description

Why YOU want this position

At Enverus, we’re committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.

We are the most trustedenergy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we’re helping our customers make better decisions that help provide communities around the world with clean, affordable energy.

The energy industry is changing fast. But we’ve continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn’t be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.

Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.

As aCustomer Support Analyst at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving our user issues, and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.

Competitive Candidate Profile

• 2+ years of experience in application support roles or similar client-facing roles.
• Bachelor's Degree, Industry experience, or an industry degree is a plus.
• 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 in conflict resolution.
• 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-TIME ACTIVITIES

• Answer client callsand proactively call clients for troubleshooting
• Respond to email and webform inquiries.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers login, with general application navigation, and with product training.
• Read product release updates.