Application Support Analyst - 2647

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.

Competitive Candidate Profile