Application Support Analyst - Customer Success

Enverus; California; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Enverus, a leading energy SaaS company, seeks a Customer Support Analyst in California to troubleshoot and resolve user issues, educate customers, and drive high satisfaction across software products. You will join a collaborative team dedicated to value realization for clients and internal stakeholders.

The role emphasizes problem solving, proactive communication, and efficient issue escalation, with standard support practices and ongoing knowledge sharing to maximize product adoption.

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

• 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.
• Escalate product issues, thoroughly 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-add to the product.
• Provide updates to customers on outstanding issues that have yet to be resolved.

Skills

Customer support

Communication

Empathy

Multitasking

Problem solving

Education

Bachelor's Degree

Tools

CRM software

Ticketing system

Job description

Enverus, a leading energy SaaS company, seeks a Customer Support Analyst in California to troubleshoot and resolve user issues, educate customers, and drive high satisfaction across software products. You will join a collaborative team dedicated to value realization for clients and internal stakeholders.

The role emphasizes problem solving, proactive communication, and efficient issue escalation, with standard support practices and ongoing knowledge sharing to maximize product adoption.