Technical Customer Support Specialist - 26283 Bangalore, India

About the role

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 Business Automation department, you will join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector. This role allows you to use your skills and knowledge to help customers optimize their experience with Enverus.

Responsibilities

• Provide first-level support for Enverus software applications, data, products, and services, answering and prioritizing service requests received via voicemail 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, 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 arising from product use.
• Log and track calls using ticketing software, maintain history records, document customer requests, troubleshooting procedures, follow-up action items, assign to Senior Customer Support Analyst, and conversations with customers, including instructions communicated to resolve issues.
• Record resolution information in ticketing software and maintain the accuracy of the help desk database.
• Escalate to a Senior Customer Support Analyst if an issue cannot be resolved within 30 minutes and qualifies as a more advanced fix.
• Investigate and validate reported issues to assess risk and exposure and drive prioritization discussions.
• Communicate with Senior Customer Support Analysts 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.

Requirements

• High school degree or equivalent; bachelor's degree preferred.
• 1+ years of customer service experience, where application support is a primary job function preferred.
• Experience with call center software and/or Salesforce is desired.
• Windows, Microsoft Office, and macOS knowledge.
• Ability to work night shifts starting between 8 PM to 11 PM IST.
• 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, ability to complete assigned tasks under stressful situations, and ability to multitask between several critical customer situations at the same time.
• Maintain a helpful attitude, work collaboratively and cooperatively in a team environment, and work with cross-functional teams.
• 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.
• Interested in working night shifts.
• Good computer skills, such as installing/uninstalling software.

Location: Bangalore