Customer Technical Support

About the job

Brady Energy Norway AS is seeking a Customer Technical Support professional to serve as the primary point of contact for first and second line support to customers worldwide. This role focuses on delivering high levels of customer satisfaction through professional and timely responses, accurate issue resolution, and maintaining Brady’s reputation for exceptional support.

Responsibilities

• Act as the first point of contact for 1st and 2nd line support via telephone and JIRA
• Understand and adhere to Service Level Agreements (SLAs) and respond within defined parameters
• Acknowledge, assign, and escalate reported issues appropriately
• Monitor support queues and proactively assign incoming issues
• Handle all customer calls and interactions professionally
• Investigate, diagnose, and resolve customer issue tickets, including simulating client user experiences
• Collaborate with 3rd line Senior Software Engineers to resolve complex issues and document details in JIRA
• Insert relevant issues into the product backlog for prioritization
• Assist in the development and maintenance of user documentation
• Support the software patch and delivery process
• Provide onsite customer support, including implementation support, as required
• Perform application management tasks on customer systems and report any issues
• Assist with customer expansion and implementation tasks
• Update JIRA with the latest state of each support request ticket
• Track time spent by customer and by issue
• Keep customers and colleagues informed of progress and escalate as per contracts
• Manage internal systems that facilitate customer support processes (databases, virtual servers, remote connectivity, Cloud, Wiki)
• Keep online documentation pages up to date in response to customer requests
• Ensure documentation includes answers to frequently asked questions for easy customer access
• Follow company procedures and report areas for improvement to management
• Build and maintain knowledge of Brady products and procedures to assist customers and enhance career development
• Develop knowledge of the market environment and business requirements of customers to provide professional context

Qualifications

• Ability to provide a high level of customer contact by setting correct expectations and aligning with customer operations 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, and Wiki
• Ability to use internal and external collaboration tools such as Microsoft Teams and Webex

Personal qualities

• Graduate with a numerate degree 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 working in an application support role, ideally with a software provider or financial services organization
• Knowledge of Brady or competitive products and their business use
• Experience using ticketing systems such as JIRA

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
• A positive, values-driven culture
• Great office locations and hybrid working

How to apply

If you need any reasonable adjustments for any stage of the recruitment process, please let us know.