Email Customer Support - 2646

Description

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 a highly driven Application Support Analyst. 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. Enverus is the right company at the right time.

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.
  
  

• 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.