Technical Customer Support - Power Market - 25427D
About the role
Description Application Support Specialist - Energy Market Shift: 9-6:30 PM MST, M-F
Why YOU want this position At Enverus, we’re committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.
We are the most trusted energy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we’re helping our customers make better decisions that help provide communities around the world with clean, affordable energy.
The energy industry is changing fast. But we’ve continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn’t be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.
Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.
As an Application Support Specialist at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving our user issues and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.
Performance Objectives
- 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.
DAY-TO-DAY ACTIVITIES
- 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.
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.
Technical Customer Support - Power Market - 25427D
About the role
Description Application Support Specialist - Energy Market Shift: 9-6:30 PM MST, M-F
Why YOU want this position At Enverus, we’re committed to empowering the global quality of life by helping our customers make energy affordable and accessible to the world.
We are the most trusted energy-dedicated SaaS company, with a platform built to maximize value from generative AI, and our innovative solutions are reshaping the way energy is consumed and managed. By offering anytime, anywhere access to analytics and insights, we’re helping our customers make better decisions that help provide communities around the world with clean, affordable energy.
The energy industry is changing fast. But we’ve continued to lead the way in energy technology, creating intelligent connections across the entire energy ecosystem, from renewables, power and utilities, to oil and gas and financial institutions. Our solutions create more efficient production and distribution, capital allocation, renewable energy development, investment and sourcing, and help reduce costs by automating crucial business operations. Of course, this wouldn’t be possible without our people, which is why we have built a team of individuals from a diverse range of backgrounds.
Are you ready to help power the global quality of life? Join Enverus, and be a part of creating a brighter, more sustainable tomorrow.
As an Application Support Specialist at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving our user issues and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success.
Performance Objectives
- 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.
DAY-TO-DAY ACTIVITIES
- 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.
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.