SHIFT TIMINGS: 7 PM IST to 4 AM IST inclusive of 1 hour break (Shift allowances applicable)Why You Want This Position: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 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.Key Responsibilities:Solve technical problems concerning customer accountsRespond to internal/external stakeholder issues within agreed SLAsEscalate 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 SLAsMaintain customer accounts in multiple databases, ensuring data is consistent between them.Maintain internal resources for team members, assist with training new employeesProvide 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.
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