Customer Support Analyst

Client Support AnalystWhy YOU want this positionEnverus delivers business-critical insights to the global energy industry through a state-of-the-art SaaS platform built on industry-leading data and energy analytics. Our solutions deliver value across the entire energy value chain, empowering customers to be more agile, efficient, and competitive. The range of energy industry participants we serve includes exploration and production (E&P) companies and related businesses such as oilfield services, midstream, capital markets, power generators and utilities, energy traders, and downstream commercial & industrial energy consumers.We are currently seeking a highly driven Client Support Analyst to join our Membership Development team in Denver, CO. 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 ObjectivesProvides first-level support of Enverus software applications, data, products, and services. Answers evaluate and prioritize service requests received via telephone, voice mail, e-mail which may entail rotating holidays and some weekends.Resolves product or service issues by clarifying the customer''s complaint; determining the cause of the problem; selecting and explaining the solution to solve the problem, and following up to ensure resolution.Responds to internal and external customer questions efficiently and effectively using active listening, personalization techniques, and focusing on adding value.Handles customer problems that appear to arise from the use of the product.Logs and tracks call using applicable ticketing software and maintain history records and related problem documentation. Documents customer requests, troubleshooting procedures, follow-up action items, assigned to Senior Customer Support Analyst, and conversations with customers, including instructions communicated to customers intended to resolve their issues.Records resolution information in applicable ticketing software and maintains the accuracy of help desk database.Helps create efficiencies, reduce processing risk, and enhance the Customer''s experience.The Customer Support Analyst will escalate to a Senior Customer Support Analyst if an issue cannot be resolved within 30 minutes and qualifies as a more advanced fix.Works well in group problem-solving situations. Looks for ways to improve and promote quality.Adds value for customers by building relationships and trust through customer interactions and manages difficult or emotional customer situations; Responds promptly to customer needs and solicits customer feedback to improve vestigates and validates reported issues to assess risk and exposure and drives prioritization municates with Senior Customer Support Analysts regarding escalated tickets and advanced solutions to customer inquiries.All other duties as assigned by the petitive Candidate ProfileHigh school degree or equivalent, bachelor''s degree preferred1+ years Customer Service experience where application support is a primary job function preferredExperience with call center software or/and Salesforce is desiredWindows, Microsoft Office, and MacOS knowledgeDemonstrates excellent written and verbal communication skillsAble to explain technical information to a non-technical audience; Ability to diagnose basic to intermediate technical issues involving software applications and interfacesSolid organizational skills including attention to detail and multi-tasking skills to meet deadlines; Ability to multi-task between several critical customer situations at the same time. Ability to complete assigned tasks under stressful situations.Maintaining a helpful attitude; Able to work collaboratively and cooperatively in a team environment. Ability to work with cross-functional teams.Able to work independently in a fast-paced customer service environment without requiring immediate supervisionAbility to follow procedures and documentation in problem resolution.Ability to rapidly diagnose production issues.

Created: 2021-11-29