Job 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\xe2\x80\x99 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 Business Automation ePayables team based in Canada. This role offers the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world\xe2\x80\x99s most dynamic and fastest-growing sector. Performance Objectives As an Application Support Analyst, you will be responsible for providing first-level support of Enverus software applications, data, products, and services. You will evaluate and prioritize service requests received via telephone, voicemail, or email, and provide prompt and efficient solutions to resolve customer complaints. Additionally, you will handle customer problems that arise from the use of the product, log and track calls using applicable ticketing software, and maintain accurate documentation of customer requests, troubleshooting procedures, follow-up action items, assigned to Senior Customer Support Analyst, and conversations with customers.
Competitive Candidate Profile The ideal candidate for this position has a high school degree or equivalent, with a bachelor\xe2\x80\x99s degree preferred, and at least 1 year of customer service experience where application support is a primary job function. Experience with call center software and/or Salesforce is desired, along with knowledge of Windows, Microsoft Office, and MacOS. You should possess excellent written and verbal communication skills and have the ability to explain technical information to a non-technical audience. Solid organizational skills, attention to detail, and the ability to multitask are essential to meet deadlines, complete assigned tasks under stressful situations, and work collaboratively and cooperatively in a team environment. You should be able to work independently in a fast-paced customer service environment without requiring immediate supervision and follow procedures and documentation in problem resolution. You should also be able to diagnose basic to intermediate technical issues involving software applications and interfaces, and rapidly diagnose production issues. Finally, you will be expected to build relationships and trust through customer interactions, manage difficult or emotional customer situations, and promptly respond to customer needs while soliciting customer feedback to improve service. In summary, the Application Support Analyst role is a critical position in Enverus, and the ideal candidate will have a strong work ethic, a positive attitude, and a willingness to go above and beyond to provide exceptional customer support.