Customer Support Representative - 26256

Enverus; Austin (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Enverus is seeking an Application Support Analyst to help customers maximize value from our software. You will diagnose issues, provide front-line support via phone, email, or screen share, and ensure timely resolutions.

The role emphasizes strong communication, collaboration with global teams, and a commitment to exceptional customer experience. You will educate customers, document issues, and maintain product knowledge to drive satisfaction.

Qualifications

• Provide front-line support for Enverus software via phone, email, or virtual screen share.
• Diagnose and troubleshoot software issues with users to resolve problems quickly.
• Maintain organized records of customer requests with accurate details.
• Ensure regular attendance for designated shift, including rotating holidays.
• Educate customers to maximize value from our product suite.
• Build rapport and drive high customer satisfaction.
• Keep product knowledge up-to-date to provide quality support.
• Escalate product issues with thorough documentation.

Responsibilities

• Diagnose and troubleshoot software issues with users to resolve problems efficiently.
• Educate customers to help them gain value from our suite of products.
• Escalate product issues and document relevant information to aid resolution.
• Collaborate with team members and participate in team discussions.
• Ensure cases flow to neighboring departments within Enverus.

Skills

Customer support

Communication

Technical troubleshooting

Team collaboration

English proficiency

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 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 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.

  Competitive Candidate Profile

• Strong interpersonal skill s includ ing 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.

• C an 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, 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.

  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

Enverus is proud to be an Equal Employment Opportunity and Affermiative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran, or any other characteristic protected by law.

The Company provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability