Email Customer Support - 25311

PERMANENT WORK FROM HOME OPPORTUNITY HYBRID SHIFT 3.30PM TO 12.30AM IST (Shift allowance 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. Performance Objectives 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. Day-to-day Activities Pull cases from the BSP queue flagged as Tier 1, and handled them 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).

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.