Application Support Analyst - 25256

Description
Application Support Analyst
Why YOU want this position
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.
We are currently seeking an Application Support Analyst to join our Customer Support team. This role offers the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector.
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. This position is a hybrid role, based in the Calgary area.
Performance Objectives

• Provide front-line support for our software applications via phone, email, or virtual screen share within organization-level agreements.
• Work closely with the customer to troubleshoot and diagnose software application issues.
• Answer client calls and proactively call clients for troubleshooting (60% emails, 40% calls)
• Respond to email and web form inquiries.
• 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.
• Accountable for overall team productivity and performance through personal contributions.
• Collaborate with team members and proactively participate in team discussions.
• Show initiative to learn cross-department knowledge and thrive in sharing knowledge gained with teammates.
• Gain knowledge on cross-department escalations, making sure customer inquiries are assigned to the correct Team/person for follow-up.
• 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.
• Day-to-Day Activities
• Answer client calls and proactively call clients for troubleshooting
• Respond to email and web form inquiries.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, general application navigation, and product training.
• Read product release updates.

Competitive Candidate Profile

• Strong interpersonal skills including empathy, active 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.
• Understand the balance between quality and quantity.
• 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.
• Experience in application support roles or similar client-facing roles preferred.
• Bachelor's degree
• Advanced experience with Microsoft Excel
• Industry experience or an industry degree is a plus.
• Flexibility - this position is a day-schedule role, but during onboarding/training some overnight work will be required.

This role is eligible for: Variable Compensation