Technical Customer Support Agent - 26147 Jobs in Calgary, AB
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Calgary, AB
Technical Customer Support Agent - 26147
Technical Customer Support Agent - 26147
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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 Technical Customer Support Agent in the Business Automation department, 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.
Key Responsibilities:
- Provide first-level support for Enverus software applications, data, products, and services, answering and prioritizing service requests received via voice mail 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 to solve the problem, 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 that arise from the use of the product.
- Log and track calls using applicable ticketing software, maintain history records and related problem documentation, document customer requests, troubleshooting procedures, follow-up action items, assign to Senior Customer Support Analyst, and conversations with customers, including instructions communicated to customers intended to resolve their issues.
- Record resolution information in applicable 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.
Competitive Candidate Profile:
- 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 shifts starting at 10 AM
- 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.
- Maintaining a helpful attitude, working collaboratively and cooperatively in a team environment, and the ability to 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.
- Having good computer skills, like installing/uninstalling the software's.
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About Enverus
Enverus is a single source platform for management, development and acquisition, within the entire energy value chain. From early-stage investment to full-scale development, we provide the actionable intelligence, in-depth analysis and speed to support your changing energy strategy.
This is what we call Intelligent Connections: empowering your company to discover previously unseen insights and opportunities, act fast, and deliver extraordinary outcomes.
A Technology Partner for the Future:
Enverus is the most trusted knowledge and analytics platform in the energy industry, with real-time access to analytics, insights, benchmark costs, revenue data and more.
More than 300 financial institutions and more than 5,000 energy companies rely on our analytics, intelligence, and technology to make capital investment decisions and increase investor ROI.
Our platform is built both by, and for, our industry. Our source is our own connections — with direct access to more than 98% of U.S. producers, and more than 35,000 suppliers, we inform more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing.
What We Provide:
Our platform provides a centralized, single-source of truth, with energy analytics informed by more than 20 years of market intelligence and machine-learning.
For personal, customizable support, our highly experienced, sizable analyst team provides thought leadership, consulting and tech innovation.
Our goal is to build a long-term relationship with you, addressing your challenges today, while providing the tools for you to thrive tomorrow.
Our customers regularly report major production increases, substantial savings on labor costs, impressive savings and EUR improvements.
We provide a complete scope of the entire energy industry, including oil and gas, financial institutions, power, utilities and renewables. But we also illuminate their connections, and where they’re going.