Customer Technical Support

Customer Technical Support

India (remote)

We have a truly exciting opportunity for a Customer Technical Support to join our team in India.

Brady Technologies enables energy market participants to profit in new ways from the energy transition. We provide software solutions to support above market returns from trading, manage power operations, manage complex risks in evolving and volatile markets, impacted by increased decentralisation, diversity of asset types, the drive for decarbonisation, and ongoing regulatory change. Our customers include globally renowned utilities, independent power producers, renewable asset developers, energy and multi-commodity trading firms, oil & gas companies, hedge funds and other financial institutions, as well as state power grid operators.

The Customer Technical Support 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
• 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

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
• Flexible working hours
• An opportunity to build a modern technology platform for the power and energy trading markets
• A positive, values-driven culture

*Brady collects and processes personal data relating to its applicants to manage the recruitment process. Brady is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. As an applicant of a role with Brady, your data will be processed in line with the Recruitment Privacy Notice. You will find this Privacy Notice here: https://www.bradyplc.com/recruitment-privacy-policy/. Please review and ensure that you understand the data processing terms.