Senior Application Support Analyst

Enverus

7d•Onsite

About The 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. We are currently seeking a highly driven Sr Application Support Analyst to join our team in UK. 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, with a well-defined trajectory for career advancement and professional development within our sales team.

Requirements

Strong organization, communication and interpersonal skills such as listening, asking questions, demonstrating empathy, care.
Self-disciplined, resourceful, proactive, and productive.
Excellent written and verbal communication in English.
Leverages technical expertise to effectively resolve client inquiries.
Proven ability to take action and achieve results.
Anticipates follow up questions and concerns and addresses them proactively.
Handles quick context changes, can juggle multiple topics in a short period of time.
Understands balance between quality and quantity.
Thrives in team environments and contributes to group discussions.
Demonstrates resilience through a positive approach to change and challenges.
High level of self-awareness and self-regulation.
1-2+ years of experience in customer support or application support role or similar client facing role.
Bachelor's Degree (Information Technology background preferred
Strong, advanced understanding with Microsoft Applications especially Excel

Nice To Haves

Industry experience or industry degree a plus.

Responsibilities

Provide front line support for our software applications via phone, email, webform, or virtual screenshare within organization level agreements (first response, accepted to response, missed calls vs accepted calls)
Document all relevant information related to customer requests in an organized fashion.
Regular and predictable attendance for the duration of 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.
Accountable for overall individual/team productivity and performance through personal contributions (by achieving set KPI’s).
Collaborate with team members, proactively participate in team discussions.
Escalate product bugs, thoroughly document pertinent information which enable resolution, anticipate follow-up questions and next steps.
Deliver client feedback to appropriate teams, include all context to adequately highlight value-add to the product.
Provide updates to customers on outstanding issues that have yet to be resolved.
Update resources on product or processes as appropriate.
Answer client calls and proactively call clients for troubleshooting.
Respond to email and webform inquiries.
Troubleshoot technical issues (mainly Excel issues and basic computer related problems e.g., incorrect installation/uninstallation, etc.)
Manage open cases.
Review and update escalated issues.
Collaborate with team members via chat rooms, emails, and phone calls.
Help customers login, general application navigation, and product training.
Read product release updates.