Description
Customer Support Analyst
Why YOU want this position
Enverus delivers business-critical insights to the global energy industry through a state-of-the-art SaaS platform built on industry-leading data and energy analytics. Our solutions deliver value across the entire energy value chain, empowering customers to be more agile, efficient, and competitive. The range of energy industry participants we serve includes exploration and production (E&P) companies and related businesses such as oilfield services, midstream, capital markets, power generators and utilities, energy traders, and downstream commercial & industrial energy consumers.
MineralSoft by Enverus is the leading asset management software provider for the trillion-dollar mineral-rights asset class. Our technology is the first and only solution to fully digitize the ecosystem and move vital workflows into an integrated software solution. We empower our customers to answer questions that help validate and maximize their asset value and payments and also provide decision-making support around when to buy, sell or hold. This is a high impact, high reward opportunity with an established Austin-based oil & gas SaaS and data platform company.
ESSTENTIAL FUNCTIONS/RESPONSIBILITIES:

• Provide front line support for our software applications by responding to internal (employee) and external (Customer) questions within agreed SLAs.
• Help customers gain value from our software by understanding their needs, identifying the best workflow(s) to get the outcome they desire, and by successfully resolving software issues that arise.
• Build rapport with our customers by showing them we care and create an easy experience though prompt responses, effective troubleshooting and fast resolutions.
• Identify solutions for inquiries over the phone, live chat, email and virtual meetings. When an issue is identified, clarify, troubleshoot, resolve and verify if the customer needs assistance with anything else.
• Educate customers on data definitions, business rules and ingestion processes.
• Look for trending issues, assess risk, escalate unsolvable customer issues in bug tracking software as needed by replicating the issue, documenting pertinent information for escalation teams to troubleshoot and resolve the bug.
• Deliver client enhancement feedback to product and data teams to improve future products and services
• Consistently keep customers informed on the status of outstanding issues that have yet to be resolved within agreed SLAs.
• Document all customer request, troubleshooting steps, follow up actions & notes and instructions communicated to customer to resolve their issue.
• Maintain product knowledge to provide quality customer support and effectively resolve customer queries.
• Take effective ownership of customer issues; having the confidence to handle challenging/complex cases and find a resolution during a call and following the appropriate escalation steps if necessary.
• Customer access - add and remove users
• Data mapping maintenance

ROLE COMPETENCIES AND SKILLS :

• Personable, genuine, positive attitude
• Active listener, critical thinker, solution oriented and customer centric
• Passion for excellent customer service including rapport building, creating the WOW experience and taking ownership of every customer interaction.
• Demonstrates excellent written and verbal communication skills in English, able to explain technical information to non-technical audience
• Strong conflict resolution skills. Comfortable with transparency, empathy, and steering a difficult conversation toward constructive collaboration
• Proven ability to define client issues/problems/opportunities, leverage knowledge resources or effectively troubleshoot by comparing data from different sources to draw to a conclusion, using effective approaches to choose a course of action, and take action that is consistent with available facts, constraints and probable consequences.
• Thrives in team environments, collaborate with peers and other teams to problem solve, improve processes, and complete goals
• Self-disciplined, resourceful, and productive; successfully works independently with a heavy workload under stress
• Agile, willing and able to keep up with a fast-paced environment and learn new software, processes and work structures
• Solid organizational and multi-tasking skills to meet SLAs; Ability to context change between several critical customer situations at the same time.
• Comfortable following established processes and procedures, Attention to detail and documentation skills
• Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Open to internal and external feedback and constructive criticism.

REQUIRED WORK EXPERIENCE AND EDUCATION/CERTIFICATION :

• Bachelors Degree
• 2+ years industry experience or industry degree a plus
• 2+ years experience in application support role or similar client facing role.
• In depth knowledge of MS Office applications with emphasis on Excel.
• Understanding of Windows & MacOS
• Basic knowledge of call logging systems and VOIP phone systems. Any experience with Salesforce & JIRA a plus.

PHYSICAL DEMANDS

• Ability to sit for long periods, work on a computer with repetitive motions and utilize devices typically found in an office environment.
• Able to safely lift to 35 pounds at a time using safe lifting techniques.
• Ability to communicate effectively with another person.
• Regular and predictable attendance is required.
• Ability to work in an office environment as required.
• Travel requirements: 0% or as required for company needs.

This role is eligible for: Variable Compensation