Customer Technical Support
Halden, Norway (hybrid)
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 We Offer:
- Competitive compensation and benefits
- Professional Development opportunities across products and roles
- Flexible working hours
- A global leader in commodity and energy trading software solutions
- Positive, values-driven culture
- Great office locations and hybrid working
If you need any reasonable adjustments for any stage of the recruitment process, please let us know.
*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.
Skills Required
- Ability to provide high levels of customer contact and set correct expectations
- Excellent external and internal communication skills
- Ability to adapt to fast-paced and changing environments
- Ability to write SQL queries
- Awareness of databases, virtual servers, remote connectivity security, cloud, and Wiki systems
- Ability to use collaboration tools such as Microsoft Teams and Webex
- Graduate degree in finance, business, economics, computer science, engineering, mathematics, or another science, or equivalent experience
- General IT experience and exposure to online services, Windows platforms, and infrastructure
- Experience working in an application support role
- Experience with a software provider or financial services organization
- Understanding of finance, energy risk, or commodities markets
- Knowledge of Brady or competing products and their business use
- Experience using ticketing systems such as JIRA
What We Do
At Brady Technologies, we are at the forefront of the energy transition, helping market participants navigate new challenges and opportunities with confidence. Our advanced software solutions bring clarity to complex problems and processes, enabling customers to enhance their trading and operations and meet tomorrow’s energy needs. Our product suite serves a diverse client base, including utilities, independent power producers, renewable asset developers, and energy and multi-commodity trading houses. We also provide solutions for oil & gas companies, particularly as they develop their power businesses, state power grid operators, hedge funds and investment management companies. Our software solutions support critical decision-making and help these regional and global leaders optimise their trading, power operations, and manage complex risks. Our technology facilitates increased automation and efficiency in the face of changing market dynamics including decentralisation, decarbonisation, diversity of generation assets, volatility and evolving regulation. We are proud of the spirit of partnership we have with our customers, many of whom have been with us for a decade or more. Furthermore, we are committed to our values of collaboration, innovation and delivery, to ensure we continue to meet their and the energy market’s needs in the future. Our customers include globally renowned organisations from utilities, independent power producers, renewable asset developers, energy trading firms, oil & gas companies, state power grid operators and commodity trading firms. Whether engaged financial or physical trading, on major exchanges or over-the-counter, we help market participants to realise revenue growth across the trading life cycle.
