Customer Support Representative - 26256 3 Locations

Energy Acuity; Denver (CO); On-site; USD 60,000 - 86,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Income Protection

EAP

HSA

Commuter

Lifestyle & Wellbeing Program

Pet Insurance

Job summary

Enverus is a leading energy analytics company delivering software solutions that empower customers to optimize energy decisions. As an Application Support Analyst, you will provide frontline support, diagnose issues, and guide users to maximize value from our applications.

You will collaborate with product and engineering teams, maintain documentation, and educate customers to extract insights from our SaaS platform, ensuring high satisfaction and timely resolutions in a fast-paced environment.

Qualifications

• Front-line software support experience.
• Strong communication and empathy with customers.
• Ability to diagnose software issues and guide users effectively.

Responsibilities

• Provide front-line support for software applications via phone, email, or screen share.
• Diagnose and troubleshoot issues, collaborating with users to resolve problems.
• Maintain organized records of customer requests and resolutions.
• Educate customers to gain value from our products.
• Maintain product and technical knowledge to deliver quality support.
• Escalate issues and document relevant information to assist resolution.

Skills

Customer support

English communication

Troubleshooting

Technical empathy

Multitasking

Team collaboration

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.

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 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 an Application 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 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.

Competitive Candidate Profile

• 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.
• 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.

Enverus Offers Comprehensive Benefits To Our Employees To Include

• Medical
• Dental
• Vision
• Income Protection (disability, life/AD&D, critical illness, accident)
• Employee Assistance Program (EAP)
• Healthcare Spending Account (HSA), Commuter
• Lifestyle & Wellbeing Program
• Pet Insurance