Customer Access Support

Customer Support Austin, Texas


Description

 

Customer Support Operations Systems Admin

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 Access Support 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.


Performance Objectives

  • Responsiveness – Attentive to email, response within minutes unless there are extenuating circumstances.
  • Analytical - Collects and researches data; must have high attention to detail
  • Empathy – Enjoy helping others with patience and respect
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
  • Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others
  • Interpersonal - Focuses on solving conflict, not blaming; listens to others without interrupting; takes direction well
  • Communication - Listens and gets clarification; responds well to questions
  • Team Work - Balances team and individual responsibilities; gives and welcomes feedback; contributes to building a positive team spirit
  • Written Communication - Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information
  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time
  • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments
  • Quality – Demonstrates high level of accuracy and thoroughness; looks for ways to improve and promote quality; must be detail-oriented
  • Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly but accurately
  • Salesforce experience a plus, admin experience is not a requirement.


Competitive Candidate Profile

  • Respond to customer inquiries about passwords and entitlements via phone and email.
  • Manage account modification cases and close out cases once a request is complete. Cases to include add/remove users, user list, usage reports, contact changes and billing updates.
  • Assists support personnel with account questions and/or technical difficulties
  • Maintain a thorough understanding of our active products that can be sold and how they are entitled.
  • Proficient in administrative applications: SFDC, Redhat SSO, general database maintenance.
  • Respond to all salesforce chatter received from billing, sales and support.
  • Update salesforce as needed for account and user updates.
  • Use MS Teams to engage team on questions and problems in team room.
  • Use JIRA to report bugs with admin systems for external teams to repair.
  • Process Salesforce Opportunities, Trials and Account Modification Cases that pertain to OFS customers.
  • Opportunities include renewals, upgrades, downgrades, new business, deactivations etc. Only for accounts that have OFS Go, OFS Essential, OFS Premiere, Basic OFS and OFS Plus.
  • Reject Opportunities with inaccurate active products or insufficient information to process the opportunity.
  • Provision accounts and users in admin applications. Ensure back end systems sync.
  • Provide login credentials to new users.
  • Remove access for users and accounts as needed from all products and services.
  • Aid in testing customer entitlement impacts for deploys as needed;
  • Additional quantitative and qualitative research and analysis as required by the Administrative team.