Energy Acuity · 16 hours ago
Application Support Analyst - 2610 New Calgary, Alberta
Denver, CO
Full-time
Onsite
Entry, Mid Level
2+ years expEnverus is a leading energy-dedicated SaaS company focused on empowering global quality of life through accessible energy solutions. As an Application Support Analyst, you will ensure exceptional support for customers and internal teams, troubleshooting and resolving software application issues to maximize user experience.
Business DevelopmentBusiness IntelligenceEnergyInformation TechnologyMarket ResearchRenewable Energy
Responsibilities
Provide front-line support for our software applications via phone, email, or virtual screen share within 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
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
Answer client calls and proactively call clients for troubleshooting
Respond to email and web form inquiries
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
Qualification
Required
2+ years experience in application support roles or similar client-facing roles
Bachelor's Degree
Experience with Microsoft Excel
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
Preferred
Industry experience or an industry degree is a plus
Company
Energy Acuity
Energy Acuity is a renewable energy & clean technology research, analysis, and data provider.
1001-5000 employees
H1B Sponsorship
Energy Acuity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-04-01Acquired
Company data provided by crunchbase