Customer Technical Support
Halden, Norway (hybrid)
We have a truly exciting opportunity for a Customer Technical Support to join our team in Halden.
Brady Technologies enables energy market participants to profit in new ways from the energy transition. We provide software solutions to support above market returns from trading, manage power operations, manage complex risks in evolving and volatile markets, impacted by increased decentralisation, diversity of asset types, the drive for decarbonisation, and ongoing regulatory change. Our customers include globally renowned utilities, independent power producers, renewable asset developers, energy and multi-commodity trading firms, oil & gas companies, hedge funds and other financial institutions, as well as state power grid operators.
The Customer Technical Support will be the the primary touch point for first and second line Support to Customer requests worldwide. Emphasis is on delivering a high level of Customer satisfaction through:
Professional and timely response to Customers
Developing expertise in a specified portfolio of products
Accurate expectation setting against contractually committed levels of service
Key Accountabilities:
Day to Day Support
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 to enhance Brady’s reputation for support
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, accurately documenting details and reproduction steps (where required) – in JIRA
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, as and when required
Application management tasks on Customers systems and report if any issues
Assist with Customer expansion and implementation task
Administrative, Reporting and Compliance
Regularly update JIRA with details showing the latest state of each support request ticket
Track time spent - by Customer and by issue
Keep Customers and colleagues regularly informed on progress to the point of completion with escalation as per contracts
Management of internal systems that facilitate the Customer Support processes (e.g. databases, virtual servers, remote connectivity security, Cloud, Wiki)
Keep relevant online documentation pages up to date in response to Customer documentation requests
Ensure documentation includes answers to frequently asked questions for addition to the Wiki for easy Customer access
Follow company procedures and draw to the attention of management any area for improvement
Knowledge Development and Maintenance
Build and maintain knowledge and experience in Brady products and procedures to assist Customers and to further career enhancement within Brady
Develop knowledge on the market environment and business requirements of Customers to provide professional context
Competencies:
Skills:
Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
Excellent communication skills both externally with Customers and internally with Product Owners and Engineering
Ability to adapt to fast paced and changing environments
Ability to write SQL queries
Awareness of databases, virtual servers, remote connectivity security, Cloud, Wiki
Ability to use internal and external collaboration tools such; Microsoft Teams, Webex
Knowledge:
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
What Brady offers:
Competitive compensation and benefits
Professional Development opportunities across products and roles
Flexible working hours
A global leader in commodity and energy trading software solutions
Positive, values-driven culture
Great office locations and hybrid working
Brady collects and processes personal data relating to its applicants to manage the recruitment process. Brady is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. As an applicant of a role with Brady, your data will be processed in line with the Recruitment Privacy Notice. You will find this Privacy Notice here: https://www.bradyplc.com/recruitment-privacy-policy/. Please review and ensure that you understand the data processing terms.