Customer Support Specialist - Application Support - 2529

Why You Want This Position:

Enverus is a leading energy SaaS company that provides highly technical insights and predictive/prescriptive analytics to empower customers to make informed decisions that increase profit. As an Application Support Analyst in the Power & Renewables department, you will have the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector. This role will allow you to use your skills and knowledge to help our customers optimize their experience with Enverus.

What You'll Do:

• Provide first-level support for Enverus software applications, data, products, and services, answering and prioritizing service requests received via voice mail and email, which may include rotating holidays and weekends.
• Resolve product or service issues by clarifying customer complaints, determining the cause of the problem, selecting, and explaining the solution to solve the problem, and following up to ensure resolution.
• Respond to internal and external customer questions efficiently and effectively using active listening, personalization techniques, and focusing on adding value.
• Handle customer problems that arise from the use of the product.
• Log and track calls using applicable ticketing software, maintain history records and related problem documentation, document customer requests, troubleshooting procedures, follow-up action items, and conversations with customers.
• Record resolution information in applicable ticketing software and maintain the accuracy of the help desk database.
• Investigate and validate reported issues to assess risk and exposure and drive prioritization discussions.
• Communicate with peers regarding escalated tickets and advanced solutions to customer inquiries.
• Work well in group problem-solving situations, look for ways to improve and promote quality, and manage difficult or emotional customer situations.
• Respond promptly to customer needs and solicit customer feedback to improve service.
• Perform all other duties as assigned by the Manager.

Competitive Candidate Profile:

• High school degree or equivalent, bachelor's degree preferred.
• 1+ years of customer service experience where application support is a primary job function preferred.
• Windows, Microsoft Office, and MacOS knowledge.
• Excellent written and verbal communication skills, with the ability to explain technical information to a non-technical audience and diagnose basic to intermediate technical issues involving software applications and interfaces.
• Solid organizational skills, including attention to detail and multitasking skills to meet deadlines.
• Maintaining a helpful attitude, working collaboratively and cooperatively in a team environment.
• Able to work independently in a fast-paced customer service environment without requiring immediate supervision.
• Ability to follow procedures and documentation in problem resolution and rapidly diagnose production issues.
• Good computer skills like installing/uninstalling the software.
• Native English speaker.
• Location - London.