Customer Support - Application Administrator

Customer Support Austin, Texas


Description

 

Customer Support - Application Administrator

Why YOU want this position

Drillinginfo is now Enverus! Since our founding as a groundbreaking provider of oil & gas data, we have evolved our solutions to cover oil & gas analytics, trading & risk, and business automation for customers across the energy industry. Enverus represents this growth, while bringing us closer together as one team. Enverus delivers business-critical insights to the global energy industry through a state-of-the-art SaaS platform built on industry-leading data and energy analytics. Our solutions deliver value across the entire energy value chain, empowering customers to be more agile, efficient and competitive. The range of energy industry participants we serve includes exploration and production (E&P) companies and related businesses such as oilfield services, midstream, capital markets, power generators and utilities, energy traders, and downstream commercial & industrial energy consumers.

 

We are currently seeking a highly driven Customer Support Application Admininstrator to join our Customer Support team in Austin, TX. This role offers the opportunity to join a rapidly growing company delivering industry-leading solutions to customers in the world’s most dynamic and fastest growing sector. Enverus is the right company at the right time.

This role is an internal role where you will architect and support the platforms/processes utilized by the customer support teams. A successful candidate in this role will be paving the pathway for the growth and efficiency of the team. You will build the framework of how our support reps support our customers.


Performance Objectives

  • Responsible for the maintenance, configuration, and reliable operation of software used by the support organization.
  • Coordinate with support leaders and the business intelligence team to configure systems to support their requirements and success tracking needs.
  • Participate in analyzing existing and new software to ensure tools have the functionality to support growing company needs.
  • Required to learn purpose, functionality as well as administer new software applications as they are acquired or purchased by the business. Expected to be an expert on the tools and serve as a point of contact for all systems used by support org.
  • Upgrade systems and processes as required for enhanced functionality
  • Provide technical support for software issues our users encounter
  • Manage IVR system, Salesforce, JIRA, Live Chat systems, Screen sharing tools and other software subscriptions.
  • Conduct license audits – define the process for all onboarding and offboarding needed as well as recurring audits.
  • Manage contract renewals and negotiations. Partner with PM for communication with stakeholders and requirement's gathering.
  • Responsible for documentation and training on how to leverage software tools and administer systems in the absence of administrator.


Competitive Candidate Profile

  • Bachelor’s degree (B.A.) from a four year college or university ideal
  • 2+ years’ experience as a system admin, preferably in a technical or SAAS environment
  • A track record of productive working relationships.  In other words…people want to work with you and respect the way you approach difficult challenges and hard conversations;
  • Proven ability to get the job done under pressure with competing priorities.
  • Nimble, able to quickly adapt to changing environments and priorities
  • Ability to communicate (both verbal and written) across many levels of the organization
  • Track record of identifying issues/opportunities and leading development and implementation of solutions in a highly ambiguous environment
  • Demonstrated ability to rapidly learn and take advantage of new concepts, technologies, and process workflows
  • Excellent organization and attention to detail with an ability to execute on multiple tasks and projects
  • Deep knowledge of administering, building workflows, configuring projects, SLAs and Filters for salesforce, JIRA, IVR systems and Live chat systems needed.