Application Support Specialist - Oil and Gas

Enverus; Calgary; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading energy SaaS company is seeking an Application Support Specialist to provide exceptional support for their software applications. This entry-level role involves troubleshooting, customer education, and collaboration with teams to enhance user experience. Ideal candidates will have a Bachelor's Degree, experience in application support, and strong interpersonal skills. Join a dynamic team dedicated to customer satisfaction and technical excellence.

Qualifications

• 2+ years experience in application support or similar client-facing roles.
• Background in land in the oil and gas industry, with knowledge in Well and Permit Data.

Responsibilities

• Provide front-line support for software applications via phone, email, or virtual screen share.
• Diagnose and troubleshoot software application issues.
• Educate customers to help them gain value from products.

Skills

Interpersonal Skills

Technical Troubleshooting

Communication

Education

Bachelor's Degree

Tools

SQL

GIS

Job description

Application Support Specialist - Oil and Gas

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Why YOU Want This Job

Enverus is the leading energy SaaS company delivering highly technical insights and predictive/prescriptive analytics that empower customers to make decisions that increase profit. Enverus’ innovative technologies drive production and investment strategies, enable best practices for energy and commodity trading and risk management, and reduce costs through automated processes across critical business functions. Enverus is a strategic partner to more than 6,000 customers in 50 countries.

Description

As an Application Support Specialist 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 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 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, which may include rotating holiday support.
• Educate customers to help them gain value from our suite of products.
• Build rapport with 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 neighboring 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 solutions for clients.
• Gain a complete understanding of client requirements before providing solutions.
• Participate in cross-training to develop new skills, expand knowledge, learn new products, and improve the business and customer experience.
• Collaborate in the documentation and knowledge sharing efforts.
• Work closely with supervisors or managers on special assignments or projects.
• Participate in shadowing sessions with senior team members, acting as a project manager when needed to ensure technical requirements and resources are available for client deadlines.

Candidate Profile

• 2+ years experience in application support or similar client-facing roles.
• Bachelor's Degree.
• Background in land in the oil and gas industry, with 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; fluency in a second language is an asset.
• Technical troubleshooting expertise to resolve client inquiries effectively.
• Ability to take action efficiently and achieve results.
• Proactive in addressing follow-up questions and concerns.
• Effective at managing multiple customer inquiries simultaneously.
• Proficient conflict resolution skills.
• Team-oriented, collaborative, resilient, and adaptable to change.
• High self-awareness and self-regulation.

Day-to-Day Activities

• Answer and proactively call clients for troubleshooting.
• Respond to email and web form inquiries.
• Troubleshoot technical issues.
• Manage open cases and review escalated issues.
• Collaborate with team members via chat, email, and phone.
• Assist customers with login, application navigation, and product training.
• Stay updated with product release notes and updates.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development