Application Customer Support Analyst - 26411

Enverus Intelligence Research Inc.; Calgary; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Enverus is seeking an Application Customer Support Analyst to help customers maximize value from our SaaS platform. You will troubleshoot, diagnose, and resolve user issues while guiding internal teams to deliver exceptional service.

You will handle front-line support via phone, email, and web form inquiries, document requests, and stay current on product updates to educate customers and improve satisfaction.

Qualifications

• 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.
• 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.

Responsibilities

• Answer client calls and proactively call clients for troubleshooting.
• Respond to email and web form inquiries.
• Troubleshoot technical issues.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, with general application navigation, and with product training.

Skills

Customer support experience

Interpersonal skills

Troubleshooting

Team collaboration

Education

Bachelor's Degree

Job description

Application Customer Support Analyst - 26411

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 trusted energy-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 a Customer 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.

Performance Objectives

• Provide front - line support for our software applications via phone, email, or virtual screen share wit h in 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.
• F ollow department and Enverus process es and procedures.
• Is r esponsible 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.
• E scalate product issues , thoroughly document relevant information to facilitate resolution, and anticipate follow-up questions and next steps.
• Deliver client feedback to appropriate teams, includ ing all context s , to adequately highlight value-add to the produc t.
• Provide updates to customers on outstanding issues that have yet to be resolved.

Competitive Candidate Profile

• 2+ years of experience in application support role s or similar client - facing role s .
• Bachelor's Degree, Industry experience, or an industry degree is a plus .
• Strong interpersonal skill s includ ing empathy, listening, curiosity, and friendliness.
• Self-disciplined, resourceful, proactive, and productive.
• 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.
• C an 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 -TO- DAY ACTIVITIES

• Answer client calls and proactively call clients for troubleshooting
• Respond to email and web form inquiries .
• Troubleshoot technical issues.
• Review and update escalated issues .
• Collaborate with team members via chat rooms , emails, and phone calls .
• Help customers log in, with general application navigation, and with product training .