Support Analyst
Brady
Bergen
6 dagen geleden

Bergen, Norway

450,000 NOK per annum + on-call allowance

We have a great opportunity for a Support Analyst to join our Bergen-based Support team at an exciting time for the business.

We're keen to hear from applicants who are great problem-solvers, have an interest in the energy trading and / or financial trading space and will take pride in providing outstanding levels of service to our customers.

In return, you'll have the opportunity to develop your career at a leading energy trading software provider who support some of the largest energy traders and power producers across the Nordics and Europe.

With the massive expansion in the use of renewable energy sources, electric vehicles and battery production, the energy trading markets are currently undergoing significant disruption.

Brady is leading the way in developing modern trading technologies and enabling market participants to adapt to the new world of energy trading.

We are proud to be a carbon neutral company and our people are passionate about making a difference developing innovative software solutions that support the green energy transformation and bringing transparency to the global trading supply chain.

As a Support Analyst you will be the primary touch point for first and second line support requests worldwide. As that first touch point, this position is responsible for answering inbound customer support requests via telephone and JIRA, establishing a clear understanding of the issues at hand, escalating appropriately when necessary, and providing timely and effective solutions with high levels of customer satisfaction.

Once you've established yourself in your role as a Support Analyst you'll have the opportunity to further your career in other areas of the business.

Key Accountabilities :

  • Be the first point of contact for 1st and 2nd line support via telephone and JIRA, accurately assigning reported issues and escalating appropriately
  • Monitor support queues across and be proactive in assigning incoming issues
  • 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
  • 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
  • Build and maintain knowledge of Brady products and customer market environment
  • Key Skills / Experience :

  • A numerate degree such as economics, mathematics, statistics, physics, finance, etc.
  • Previous application support a big plus
  • Ideally some familiarity with financial or energy trading concepts such as deal capture, mark-to-market, risk management, position management, P&L, hedging, forward curves, value-at-risk, cash flow-at-risk, profit-at-risk, etc.
  • A passion for providing a first rate customer experience
  • IT-savvy
  • Excellent communication skills, fluent in both Norwegian and English
  • Ability to adapt to fast paced and changing environments
  • Great problem-solving abilities, a thirst for learning with the aptitude to pick things up quickly
  • An interest in energy or financial trading and associated technologies
  • What Brady offers :

  • Great compensation and benefits
  • Professional Development opportunities
  • Flexible working hours
  • A global leader in commodity and energy trading software solutions
  • A positive, values-driven culture
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