As an Application Support Analyst , 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 wit h in 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.
• Maintain product and technical knowledge to provide quality support.
• F ollow department and Enverus process es and procedures.
• Is r esponsible for overall team productivity and performance through personal contributions.
• Collaborate with team members and proactively participate in team discussions.
• Ensure cases flow effectively to neighboring departments within Enverus.
• E scalate product issues , thoroughly document relevant information to facilitate resolution, and anticipate follow-up questions and next steps.

Competitive Candidate Profile

• Strong interpersonal skill s includ ing empathy, listening, curiosity, and friendliness.
• Self-disciplined, resourceful, proactive, and productive.
• Excellent written and verbal communication in English.
• 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.
• C an 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.
• Deliver client feedback to appropriate teams, includ ing all context s , to adequately highlight value-add to the produc t .
• Provide updates to customers on outstanding issues that have yet to be resolved.

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