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 sophie@coretrm.com
We regret that only shortlisted candidates will be contacted.