The Brady Law Group, PLLC

Customer Operations Associate, Energy

The Brady Law Group, PLLC

full-time

Posted on:

Location Type: Remote

Location: India

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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
  • 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

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
Benefits
  • Great compensation + 5% bonus + private health insurance!
  • 24 days' holiday + bank holidays
  • 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 & Tools
application supportissue diagnosisticket resolutionuser documentation developmentsoftware patchingcustomer issue replicationproblem escalationservice level agreement understandingsupport queue monitoringcustomer interaction
Soft Skills
professional communicationproactive problem solvingteam collaborationcustomer service orientation