The Brady Law Group, PLLC

Operations

• 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

Customer Operations Associate, Energy

Full-stack Engineer

• Coding in the appropriate languages we use and working towards becoming an expert in these, keeping up to date with language versions.
• Ensuring/proving your code works as expected using a Test-Driven Development approach where possible/applicable and based on agreed Acceptance Criteria and testing strategies.
• Follow our Continuous Integration approach with GitHub and Azure DevOps
• Follow our Source Control approach with GitHub.
• Pro-active in understanding and contributing to the technical solution from design through to code level.
• Support and encourage team collaboration and a mindset for Continuous Improvement
• Support and encourage a passion for learning and sharing.
• Provide suitable/applicable documentation to support development work - from release notes up to product documentation.
• Software Design and requirements breakdown in the form of User Stories using various Agile methodologies.
• Undertake suitable training to ensure an up-to-date skill set

Customer Operations Associate, Energy

Senior Software Engineer, CRisk