Application Support Analyst - 26240 New Singapore, Singapore

Essential Functions/Responsibilities

• Provide front line support for our software applications via phone, email, webform, or virtual screenshare within organization level agreements (first response, accepted to response, missed calls vs accepted calls)
• Document all relevant information related to customer requests in an organized fashion.
• Regular and predictable attendance for the duration of 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.
• Accountable for overall individual/team productivity and performance through personal contributions (by achieving set KPI’s).
• Collaborate with team members, proactively participate in team discussions.
• Escalate product bugs, thoroughly document pertinent information which enable resolution, anticipate follow-up questions and next steps.
• Deliver client feedback to appropriate teams, include all context to adequately highlight value-add to the product.
• Provide updates to customers on outstanding issues that have yet to be resolved.
• Update resources on product or processes as appropriate.

Role Competencies And Skills

• Strong organization, communication and interpersonal skills such as listening, asking questions, demonstrating empathy, care.
• Self-disciplined, resourceful, proactive, and productive.
• Excellent written and verbal communication in English.
• Leverages technical expertise to effectively resolve client inquiries.
• Pioneering ability to take action and achieve results.
• Anticipates follow up questions and concerns and addresses them proactively.
• Handles quick context changes, can juggle multiple topics in a short period of time.
• Understands balance between quality and quantity.
• Thrives in team environments and contributes to group discussions.
• Demonstrates resilience through a positive approach to change and challenges.
• High level of self-awareness and self-regulation.