Due to rapid expansion and business needs, we are now looking for a Support Analyst to assist clients using our platform.
Responsibilities
- Provide Level 1 and Level 2 support via email, IM and phone to existing clients
- Log all support issues in the company issue tracking system
- Monitor outstanding issues and ensure they are dealt with within the Service Level Agreement
- Perform ongoing configuration of support issues
- Work with new clients to ensure smooth transition from implementation to support
- Resolve or explain issues to client satisfaction
- Escalate issues to the development team when appropriate
- Raise change requests for platform enhancements
- Liaise with CoreTRM product developers on changes and enhancements
- Follow CoreTRM standards, procedures, and policies
- Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when needed
- Other ad-hoc duties if needed
Requirements
- IT knowledge/skills is helpful but not a must
- Understanding of oil trading is helpful but not a must
- Excellent communication and analytical skills
- Ability to thrive in a very fast-paced and dynamic environment
To apply please email recruit@coretrm.com
We regret that only shortlisted candidates will be contacted.