Application Support Analyst - 2647 Bangalore, India

Performance Objectives

• Provide Tier 1 support for our products mainly through email, with occasional phone or screen-sharing assistance.
• Write clear, concise, and professional emails to build rapport with our customers and drive high customer satisfaction.
• Document all relevant information related to customer requests in an organized, structured manner.
• Provide customers with updates on unresolved issues.
• Follow department and Enverus processes and procedures.
• Be accountable for overall individual/team productivity and performance through personal contributions (achieving set KPIs).
• Collaborate with team members and participate in team discussions.
• Investigate data and product-related issues, escalate product bugs or data issues to the second-line level, and thoroughly document pertinent information to enable resolution and anticipate follow-up questions.
• Deliver client feedback to appropriate teams, including all contexts, to adequately highlight value-add to the product.
• Educate customers to help them gain value from our suite of products

Competitive Candidate Profile

• 3+ years of experience in application support roles or similar client-facing roles, including handling customer inquiries via email
• Bachelor’s Degree
• Exceptional written communication skills are mandatory. Strong command of English grammar and professional writing required.
• Enjoy working with people with a kind and patient demeanor.
• Demonstrate strong organizational, analytical, and interpersonal skills, including listening and empathy.
• Possess advanced knowledge of Microsoft Applications, especially Excel.
• Understand CRM systems, e.g., Salesforce; experience is an advantage.
• Have prior exposure to Jira, Microsoft Teams, and Confluence (preferred).
• Be self-disciplined, resourceful, proactive, and productive; comfortable in a fast-paced, changing environment.
• Show proven ability to work under pressure and deliver results.
• Handle quick context changes and multitask effectively.
• Thrive in a team environment and contribute actively to group discussions.
• Anticipate follow-up questions and address concerns proactively.
• Demonstrate resilience and maintain a positive approach to change and challenges.