Email Customer Support - 25311

Description
PERMANENT WORK FROM HOME OPPORTUNITY
HYBRID SHIFT 3.30PM TO 12.30AM IST (Shift allowance applicable)
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.
Performance Objectives

• Provide Tier 1 support for our products mainly through email, with occasional phone or screen-sharing assistance.
• Write clear, concise, and professional emails to build rapport with our customers and drive high customer satisfaction.
• Document all relevant information related to customer requests in an organized, structured manner.
• Provide customers with updates on unresolved issues.
• Follow department and Enverus processes and procedures.
• Be accountable for overall individual/team productivity and performance through personal contributions (achieving set KPIs).
• Collaborate with team members and participate in team discussions.
• Investigate data and product-related issues, escalate product bugs or data issues to the second-line level, and thoroughly document pertinent information to enable resolution and anticipate follow-up questions.
• Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-add to the product.
• Educate customers to help them gain value from our suite of products
• Regular and predictable attendance for the designated shift, which may include rotating holiday support.

Competitive Candidate Profile

• 3+ years of experience in application support roles or similar client-facing roles, including handling customer inquiries via email
• Bachelor's Degree
• Exceptional written communication skills are mandatory.
• Strong command of English grammar and professional writing required.
• Enjoy working with people with a kind and patient demeanor.
• Demonstrate strong organizational, analytical, and interpersonal skills, including listening and empathy.
• Possess advanced knowledge of Microsoft Applications, especially Excel.
• Understand CRM systems, e.g., Salesforce; experience is an advantage.
• Have prior exposure to Jira, Microsoft Teams, and Confluence (preferred).
• Be self-disciplined, resourceful, proactive, and productive; comfortable in a fast-paced, changing environment.
• Show proven ability to work under pressure and deliver results.
• Handle quick context changes and multitask effectively.
• Thrive in a team environment and contribute actively to group discussions.
• Anticipate follow-up questions and address concerns proactively.
• Demonstrate resilience and maintain a positive approach to change and challenges.

Additional Requirement
Applicants will complete a written test as part of the selection process to assess clarity, grammar, and professional tone in written communication.
This role is eligible for: Variable Compensation