Application Support Specialist

Description
Application Support Specialist
Why YOU Want This Job
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.
As an Application Support Specialist at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving our user issues and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.
Performance Objectives

• 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. Manage emotions (Calm, non-defensive, respectful)
• Maintain and increase product and technical knowledge to provide quality support.
• Follow department and Enverus processes and procedures.
• 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 neighbouring departments within Enverus.
• Escalate product issues, document relevant information to facilitate resolution, and anticipate follow-up questions and next steps.
• Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-added features of the product.
• Provide updates to customers on outstanding issues that have yet to be resolved.
• Investigate advanced technical issues and engage with other team members or stakeholders to identify a solution for the client.
• Gain a complete understanding of client requirements before providing solutions (be diligent in determining reasons for enquiry)
• Participate in Cross-training to develop new skills, expand knowledge, learn new products and improve the Business and customer experience.
• Collaborate in the Documentation-Knowledge folder.
• Work closely with the Supervisor/Manager with special assignments/projects.
• Participate in shadowing sessions with senior team members to work with clients' Implementation and special projects, acting as a project manager and ensuring that all the technical requirements and resources are available for the client to complete at the deadline.

Competitive Candidate Profile

• 2+ years experience in application support roles or similar client-facing roles.
• Bachelor's Degree
• Background in land in the oil and gas industry
• Knowledge in Well and Permit Data
• Experience with SQL or GIS
• Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
• Self-disciplined, resourceful, proactive, and productive.
• Excellent written and verbal communication in English and fluency in business in a second language is an asset.
• 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.
• 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.

Day-to-Day Activities

• Answer and proactively call clients for troubleshooting (not applicable for T&R).
• Respond to email and web form inquiries (not applicable for T&R).
• 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.