CUSTOMER SUPPORT REPRESENTATIVE/APPLICATION SUPPORT ANALYST (front lines)
ESSENTIAL FUNCTIONS/RESPONSIBILITIES
Provide front-line support for our software applications via email or web form within organization-level agreements. (Optionally phone, and virtual screen share.)
Document all relevant information related to customer requests in an organized fashion.
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.
Follow department and Enverus processes and procedures.
Accountable for overall individual/team productivity and performance through personal contributions (achieving set KPIs).
Collaborate with team members and proactively participate in team discussions.
Investigate data and product-related issues, escalate product bugs or data issues to the second line level, thoroughly document pertinent information which enables 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.
ROLE COMPETENCIES AND SKILLS
Enjoy working with peoplekind and patient demeanour. Comfortable talking to the older demographic
Strong organization and analytical and interpersonal skills include listening, asking questions, demonstrating empathy, and caring.
Self-disciplined, resourceful, proactive, and productive.
Comfortable working in a fast-paced, changing environment
Excellent written and verbal communication in English.
Leverages Customer Service expertise to effectively resolve client inquiries.
Proven ability to work under pressure to take action and achieve results.
Ability to think outside the box to anticipate follow-up questions and concerns before addressing them proactively.
Handles quick context changes and can multitask.
Understand balance between quality and quantity.
Proficiency in resolving both internal and external conflicts professionally.
Thrives in team environments and contributes to group discussions.
Demonstrates resilience through a positive approach to change and challenges.
High level of self-awareness, problem-solving skills and self-regulation.
DAY-TO-DAY ACTIVITIES
Pull cases from the BSP queue flagged as Tier 1, and they are handled promptly.
Manage open cases from the personal queue and ensure the proper follow-up protocols are met.
Review and update escalated issues by using Salesforce and Jira platforms.
Collaborate with team members via chat rooms, emails, and phone calls. Ensure that all the communication shared is understood and followed.
Help customers with general data or product questions
Respond to email and web form inquiries within the established parameters.
Assist other team members with their queue is follow-ups need to be completed.
Handle emails to troubleshoot customers issues via our available platforms (Salesforce, Five9).
Ad hoc tasks.
COMPETITIVE PROFILE
2+ years experience in application support roles or similar client-facing roles.
Bachelor's Degree (Information Technology background preferred)
Strong, advanced understanding of Microsoft Applications, especially Excel
Industry experience or an industry degree is a plus.
Understanding how CRM systems work will be an advantage E.g., Salesforce
Previous exposure to Jira, Microsoft Teams, and Confluence will be a plus.
PHYSICAL DEMANDS
Ability to sit for long periods, work on a computer with repetitive motions and utilize devices typically found in an office environment.
Travel requirements: 0% or as required for company needs.
