Enverus Careers

• Provide front-line support for software applications via email, phone, and video call within organization-level agreements.
• Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalate when necessary. 
• Maintain organized records of customer requests with accurate documentation. 
• Ensure regular and predictable attendance for the designated shift, including rotating holiday support. 
• Educate customers to help them gain value from our suite of products and drive high customer satisfaction. 
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps. 
• Provide timely updates to customers on unresolved issues. 
• Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions. 
• Gain a complete understanding of client requirements before providing solutions. 
• Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments. 
• Follow department and company processes and procedures. 
• Maintain deep product and technical knowledge to ensure accurate, high-quality support. 
• Participate in cross-training to broaden skills and improve collaboration and customer outcomes. 
• Contribute to internal and external self-help documentation. 
• Support special assignments and projects in partnership with Senior Analysts and Managers. 

Competitive Candidate Profile

• 2+ years of experience in application support roles or similar client-facing positions
• Proficient in task and project management
• Understanding of Python, FTP, and API fundamentals
• Ability to work independently with a “Figure It Out” mindset
• General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred)
• Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred)
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred)
• Grafana and/or Databricks experience (preferred)
• Experience with Power Automate (preferred)
• Proficiency with Microsoft 365 Suite (preferred)
• Certifications such as ITIL, CompTIA+ (preferred)
• Bachelor’s degree (preferred)
• Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
• Self-disciplined, resourceful, proactive, and productive.
• Takes initiative, works independently, and actively pursues learning and improvement. 
• Applies critical thinking and technical skills to resolve conflicts. 
• Proven ability to take action and efficiently achieve results. 
• Anticipates follow-up questions and concerns and addresses them proactively. 
• Manage multiple customer inquiries effectively by focusing on one task while keeping track of others. 
• Thrives in a collaborative team environment and contributes to group discussions. 
• Demonstrates resilience through a positive approach to change and challenges. 
• High level of self-awareness and self-regulation. 
• Excellent written and verbal communication in English. 

• Respond to email and web form inquiries—and recommend or join client calls as needed.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, general application navigation, and product training.
• Read product release updates.
• Supporting teammates by sharing knowledge and expertise. 
• Assist with Tier 1 support tasks as needed by the business.