The Brady Law Group, PLLC

Customer Operations Associate

The Brady Law Group, PLLC

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

JuniorMid-Level

Tech Stack

CloudSQL

About the role

  • 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
  • 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

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
  • 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
Benefits
  • Great compensation + 5% bonus + private health insurance!
  • 24 days' holiday + bank holidays
  • 1/2 day off Christmas Eve & New Year's Eve
  • Flexible working hours
  • An opportunity to build a modern technology platform for the power and energy trading markets
  • A positive, values-driven culture

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLapplication supportticketing systemsissue diagnosiscustomer issue resolutionuser documentationsoftware patchingcustomer implementation supportknowledge managementdata analysis
Soft skills
communicationproblem-solvingcustomer serviceteam collaborationproactive approachattention to detailtime managementescalation managementprofessionalismadaptability