Customer Operations Associate, Energy
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Job Description
Customer Technical Support role for Brady Technologies, providing support in energy market software solutions. Focus on professional customer interaction and issue resolution.
Responsibilities:
- Be the first point of contact for 1st and 2nd line support via telephone and JIRA
- Understand Service Level Agreements and provide response within those parameters
- Acknowledge and accurately assign reported issues and escalate appropriately
- Monitor support queues across the portfolio and be pro-active in assigning incoming issues
- Handle all Customer calls and interactions in a professional manner
- Customer issue ticket investigations and replication, detailed Customer issue ticket diagnosis, resolution and simulation of client user experiences
- Interaction with 3rd line advanced Senior Software Engineers to assist in resolving complex issues
- Insert all relevant issues into the product backlog with all information to assist prioritisation
- Advise and assist in the development and maintenance of user documentation
- Assist the software patch and delivery process
- Provide onsite customer support, including implementation support
Requirements:
- Graduate with a numerate degree ideally in finance, business, economics, computer science, engineering, mathematics or other sciences, or equivalent experience
- Understanding of Finance, Energy Risk or commodities markets is desirable
- General IT experience and exposure to online services, Windows platforms and infrastructure
- Experience of working in an application support role ideally with a software provider or financial services organisation
- Knowledge of Brady or competitive products and their business use
- Experience of using ticketing systems such as JIRA
Benefits:
- Great compensation + 5% bonus + private health insurance!
- 24 days' holiday + bank holidays
- Flexible working hours
- An opportunity to build a modern technology platform for the power and energy trading markets
- A positive, values-driven culture
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