Technical Customer Support

Description
Application Support Specialist - Energy Market
Shift:
9-6:30 PM MST, M-F

Why YOU want this position
At Enverus, we're committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.

We are the most trusted energy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we're helping our customers make better decisions that help provide communities around the world with clean, affordable energy.

The energy industry is changing fast. But we've continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn't be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.

Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.

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 software applications via email, phone, and video call within organization-level agreements.
• Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalate when necessary.
• Maintain organized records of customer requests with accurate documentation.
• Ensure regular and predictable attendance for the designated shift, including rotating holiday support.
• Educate customers to help them gain value from our suite of products and drive high customer satisfaction.
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps.
• Provide timely updates to customers on unresolved issues.
• Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions.
• Gain a complete understanding of client requirements before providing solutions.
• Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments.
• Follow department and company processes and procedures.
• Maintain deep product and technical knowledge to ensure accurate, high-quality support.
• Participate in cross-training to broaden skills and improve collaboration and customer outcomes.
• Contribute to internal and external self-help documentation.
• Support special assignments and projects in partnership with Senior Analysts and Managers.

Competitive Candidate Profile

• 2+ years of experience in application support roles or similar client-facing positions
• Proficient in task and project management
• Understanding of Python, FTP, and API fundamentals
• Ability to work independently with a "Figure It Out" mindset
• General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred)
• Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred)
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred)
• Grafana and/or Databricks experience (preferred)
• Experience with Power Automate (preferred)
• Proficiency with Microsoft 365 Suite (preferred)
• Certifications such as ITIL, CompTIA+ (preferred)
• Bachelor's degree (preferred)
• Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
• Self-disciplined, resourceful, proactive, and productive.
• Takes initiative, works independently, and actively pursues learning and improvement.
• Applies critical thinking and technical skills to resolve conflicts.
• 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.
• 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.
• Excellent written and verbal communication in English.

DAY-TO-DAY ACTIVITIES

• Respond to email and web form inquiries—and recommend or join client calls as needed.
• 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.
• Supporting teammates by sharing knowledge and expertise.
• Assist with Tier 1 support tasks as needed by the business.