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Application Support Analyst

Enverus
Calgary, CAN
Full Time
Entry
3 days ago
Application SupportTroubleshootingCustomer ServiceMicrosoft ExcelCommunicationConflict Resolution
Free

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Key skills for this role

Application SupportTroubleshootingCustomer Service
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Why YOU want this position

  • Enverus is the most trusted energy dedicated SaaS company, empowering the global quality of life by helping customers make energy affordable and accessible.

Essential Functions/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.
  • Is responsible 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.
  • Escalate product issues, thoroughly document relevant information to facilitate resolution, and anticipate follow up questions and next steps.

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 PROFILE

  • 2+ years experience in application support roles or similar client facing roles.
  • Bachelor's Degree
  • Experience with Microsoft Excel (Specific for T&R)
  • Industry experience or an industry degree is a plus.

Role Competencies And Skills

  • Strong interpersonal skills including 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.
  • Can 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.

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