Customer Support Analyst
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Job Description
Customer Support Analyst supporting global clients using Agiboo’s commodity trading and risk management software. Troubleshooting issues, managing tickets, configuring environments, and supporting upgrades.
Responsibilities:
- Become proficient in Agiblocks Trade and Risk Management software to investigate and answer customer support requests
- Provide responsive and knowledgeable support to Agiblocks platform users
- Investigate and resolve functional and technical issues, from how-to questions to complex data flow challenges
- Manage and track support tickets, ensuring timely follow-up and resolution
- Collaborate with consultants to configure customer environments and support onboarding
- Assist with training sessions and create user documentation
- Support creation and maintenance of PowerBI reports and MS Word-based client templates
- Coordinate and review system upgrades and deployments
- Identify recurring issues and suggest enhancements for continuous improvement
- Schedule and review customer site upgrades
- Accurately manage and capture time spent in the nominated time-tracking tool
Requirements:
- Proficiency using the Agiblocks Trade and Risk Management software system (training provided)
- Knowledge or ability to learn commodity trade management and Agiblocks CTRM
- Technical troubleshooting and customer service capabilities
- Ability to investigate and resolve functional and technical issues
- Ability to manage and track support tickets using incident management tools
- Ability to collaborate with consultants on customer environment configuration and onboarding
- Ability to assist with training sessions and create user documentation
- Experience or ability to support PowerBI reports and MS Word-based templates
- Ability to coordinate and review system upgrades and deployments
- Ability to identify recurring issues and suggest enhancements
- Ability to schedule and review customer site upgrades
- Ability to accurately capture time in a nominated time-tracking tool
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