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Brady Technologies · 1 month ago

Customer Operations Associate

United States

Full-time

Remote

Mid Level

Brady Technologies is a company that provides software solutions for energy market participants. They are seeking a Customer Technical Support Associate to be the primary touch point for customer requests, ensuring high levels of customer satisfaction through professional and timely responses, and developing expertise in their product portfolio.

LogisticsRisk ManagementSoftware

H1B Sponsor Likely

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 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

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

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

Qualification

Customer Technical SupportSQL queriesJIRAApplication supportDatabasesMicrosoft TeamsWebexGeneral IT experienceCommunicationAdaptability

Required

Mid-level experience

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 as Microsoft Teams, Webex

Graduate with a numerate degree ideally in finance, business, economics, computer science, engineering, mathematics or other sciences, or equivalent experience

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

Experience of using ticketing systems such as JIRA

Preferred

Understanding of Finance, Energy Risk or commodities markets is desirable

Knowledge of Brady or competitive products and their business use

Benefits

5% bonus

Private health insurance

24 days' holiday + bank holidays

1/2 day off Christmas Eve & New Year's Eve

Flexible working hours

Company

Brady Technologies

Brady Technologies offers cloud and software solutions that manage risk, logistics, and trading for global commodities and energy markets.

Founded in 1985

London, England, GBR

51-200 employees

https://bradytechnologies.com/

H1B Sponsorship

Brady Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2022 (2)

2021 (6)

2020 (3)