About the company and role

Enverus is a leading company committed to Company’s mission or purpose. We are seeking a highly motivated Customer Access Admin to join our team in Bangalore, India. In this role, you will be responsible for described the primary responsibilities below please have a look. We are looking for individuals with a strong background in Relevant skills or experience mentioned bellow, excellent problem-solving abilities, and a passion for Industry/Fied. If you are a talented and dedicated professional who thrives in a fast-paced environment, we encourage you to apply.

Job Description

Enverus, a leading energy SaaS company, is seeking a Customer Access Admin to provide technical support and account management for its customers. You will resolve technical problems, respond to stakeholder issues, and maintain customer accounts. This role offers the opportunity to contribute to a rapidly growing company delivering industry-leading solutions. - Enverus, a pioneering force in energy SaaS, is on the lookout for a dedicated Customer Access Administrator to champion technical assistance and meticulous account stewardship for our diverse customer base. In this role, you will diagnose and resolve technical impediments, address inquiries from both internal and external stakeholders, and meticulously manage customer accounts, ensuring data integrity and accessibility. This is a unique opportunity to directly influence the success of a dynamic, expanding company renowned for delivering cutting-edge solutions that are revolutionizing the energy sector.

Responsibilities

• * Solve technical problems concerning customer accounts. - Diagnose and resolve complex technical challenges related to customer account access, permissions, and functionality, ensuring smooth and uninterrupted service.
• * Respond to internal/external stakeholder issues within agreed SLAs. - Promptly address inquiries and resolve issues raised by internal teams and external clients within the established Service Level Agreements (SLAs), maintaining high customer satisfaction.
• * Escalate issues efficiently to the proper teams and track resolution. - Effectively escalate unresolved or complex issues to the appropriate specialized teams, diligently track progress, and ensure timely resolution, keeping stakeholders informed throughout the process.
• * Assist customers with basic login/data issues. - Provide comprehensive assistance to customers experiencing common login difficulties or data access problems, guiding them through troubleshooting steps and providing clear instructions.
• * Determine the root cause of problems and explain solutions. - Investigate and identify the underlying causes of technical issues, clearly explain the problem's origin to stakeholders, and articulate the proposed solutions in a user-friendly manner.
• * Learn new systems as new products/services are released. - Proactively acquire expertise in new systems, software applications, and services as Enverus expands its product offerings, ensuring you can effectively support customers using the latest technologies.
• * Process tickets to renew, upgrade, and set up new clients within agreed SLAs. - Efficiently process service requests related to account renewals, upgrades, and the onboarding of new clients, adhering to agreed-upon SLAs and ensuring a seamless customer experience.
• * Maintain customer accounts in multiple databases, ensuring data consistency. - Meticulously maintain customer account information across multiple databases and systems, ensuring data accuracy, consistency, and compliance with data governance policies.
• * Maintain internal resources for team members and assist with training new employees. - Develop and maintain comprehensive internal resources, such as knowledge base articles and troubleshooting guides, to support team members, and assist in the training and onboarding of new employees.
• * Provide first-level support for Enverus software applications, data, products, and services. - Serve as the first point of contact for customer inquiries and technical support requests related to Enverus's wide range of software applications, data offerings, products, and services.
• * Answer and prioritize service requests received via email, including rotating holidays and weekends. - Manage and prioritize incoming service requests received via email, including providing support during rotating holidays and weekends to ensure continuous customer service.
• * Respond to customer questions efficiently and effectively using active listening and personalization. - Address customer inquiries with efficiency and effectiveness, employing active listening techniques to understand their specific needs and providing personalized solutions.
• * Record resolution information in applicable ticketing software and maintain the accuracy of the help desk database. - Accurately document resolution details and steps taken in the designated ticketing system, maintaining the integrity and accuracy of the help desk database for future reference.
• * Investigate and validate reported issues to assess risk and exposure and drive prioritization discussions. - Thoroughly investigate and validate reported issues to evaluate the potential risk and exposure to the company and its customers, contributing to informed prioritization discussions.
• * Communicate with Senior Customer Support Analysts regarding escalated tickets and advanced solutions. - Collaborate with Senior Customer Support Analysts on escalated tickets, sharing insights and working together to develop and implement advanced solutions for complex customer challenges.
• * Work well in group problem-solving situations, improve and promote quality, and manage difficult customer situations. - Actively participate in collaborative problem-solving initiatives, contribute to continuous improvement efforts, and effectively manage challenging customer interactions with professionalism and empathy.
• * Perform all other duties as assigned by the Manager. - Undertake any other duties and responsibilities as assigned by the manager, contributing to the overall success of the team and the achievement of company objectives.

Education Qualification

• * Experience in customer support or application administration. - Proven experience in a customer support role or application administration environment, demonstrating a strong understanding of customer service principles and technical support practices.
• * Strong problem-solving and technical skills. - Exceptional problem-solving abilities and well-developed technical skills, enabling you to effectively diagnose and resolve complex issues.
• * Excellent communication and interpersonal skills. - Outstanding communication and interpersonal skills, both written and verbal, allowing you to effectively interact with customers, stakeholders, and team members.
• * Ability to work independently and as part of a team. - Demonstrated ability to work independently, managing your own tasks and priorities, as well as collaborating effectively within a team environment.
• * Experience with ticketing systems (e.g., Zendesk, ServiceNow). - Hands-on experience working with ticketing systems such as Zendesk, ServiceNow, or similar platforms for managing and tracking support requests.
• * Knowledge of SaaS applications and cloud-based services. (Implied, based on company) - Solid understanding of SaaS applications and cloud-based services, reflecting the nature of Enverus's technology offerings.
• * Bachelor's degree in a related field (Implied, as a minimum requirement) - A Bachelor's degree in a relevant field, such as Information Technology, Computer Science, or a related discipline, providing a foundational understanding of technical concepts.

Skills

• * Customer Support - Proven expertise in providing excellent customer support, addressing inquiries, resolving issues, and ensuring customer satisfaction.
• * Application Administration - Proficiency in application administration tasks, including user management, configuration, and troubleshooting.
• * Technical Troubleshooting - Adept at technical troubleshooting, diagnosing and resolving software and hardware issues efficiently and effectively.
• * Communication Skills - Excellent written and verbal communication skills, enabling clear and concise communication with customers and colleagues.
• * Problem-Solving - Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• * Ticketing Systems - Hands-on experience with ticketing systems (e.g., Zendesk, ServiceNow) for managing and tracking support requests.
• * SaaS Applications - Familiarity with SaaS applications and cloud-based services, demonstrating an understanding of the SaaS business model.
• * Data Management - Knowledge of data management principles and practices, ensuring data accuracy and integrity.

How to Apply

1. Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
2. Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
3. Fill Out the Application: On the official website, fill out the application form with the provided information.
4. Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
5. Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.