Risk Customer Operations Associate

7 months ago

Bengaluru, India Brady Technologies Limited Full time

**Customer Operations Associate**

**Bengaluru, India (remote)**

We have a truly exciting opportunity for a Risk Customer Operations Associate to join our team in India.

Brady is a leading provider of trading, risk and logistics management software solutions to global energy markets. For over 30 years, we have been supporting our customers with mission critical trading software enabling them to trade power and gas, renewables, metals and agricultural commodities. With the massive expansion in the use of renewable energy sources, electric vehicles and battery production, the energy and power markets are currently undergoing significant disruption.

The Risk Customer Operations Associate 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
- Knowledge of Brady or competitive products and their business use
- Experience of using ticketing systems such as JIRA

**What Brady offers**:

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

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