Customer Support Representative

2 weeks ago

Edmonton, Canada Enverus Full time

**Customer Support Representative - Contract**

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.

**Performance Objectives**
- 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.
- Follow department and Enverus processes and procedures.
- Is 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 neighboring departments within Enverus.
- Escalate product issues, thoroughly 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-add to the product.
- Provide updates to customers on outstanding issues that have yet to be resolved.
- Strong interpersonal skills including 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.
- Can 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 client calls and proactively call clients for troubleshooting
- Troubleshoot technical issues.
- Manage open cases.
- Review and update escalated issues.
- Read product release updates.

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