Job Description

SHIFT TIMINGS: 7 PM IST to 4 AM IST inclusive of 1 hour break (Shift allowances applicable)
Why YOU want this position
At Enverus, we're committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.
We are the most trusted energy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we're helping our customers make better decisions that help provide communities around the world with clean, affordable energy.
The energy industry is changing fast. But we've continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn't be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.
Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.
As an Customer/Application Access Admin, you will have the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world's most dynamic and fastest-growing sector. This role will allow you to use your skills and knowledge to help our customers optimize their experience with Enverus.
Performance Objectives

• Solve technical problems concerning customer accounts
• Respond to internal/external stakeholder issues within agreed SLAs
• Escalate issues efficiently to the proper teams and track when issues are resolved.
• Work alongside support agents to assist customers with basic login/data issues. Determine the root cause of the problem and explain the solution(s).
• Learn new systems as new products/services release.
• Process tickets to renew, upgrade, and set up new clients within agreed SLAs
• Maintain customer accounts in multiple databases, ensuring data is consistent between them.
• Maintain internal resources for team members, assist with training new employees
• Provide first-level support for Enverus software applications, data, products, and services, answering and prioritizing service requests received via email, which may include rotating holidays and weekends.
• Respond to internal and external customer questions efficiently and effectively using active listening, personalization techniques, and focusing on adding value.
• Record resolution information in applicable ticketing software and maintain the accuracy of the help desk database.
• 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.
• Perform all other duties as assigned by the Manager.

Competitive Candidate Profile

• Proficient with the following tools (but not required)
• Microsoft Office - better than average Excel skills.
• SalesForce - or other CRM/ticketing software for case management,
• Basic SQL knowledge encouraged.
• Strong trouble-shooting skills and ability to find creative solutions.
• Skilled at professional communications with customers, 3rd party vendors/partners and all internal departments.
• Skilled in interfacing with European & Indian language and cultures
• A proven team-player.
• Capable of multi-tasking and working in a high-stress, high-activity level environment.

Skills Required