Etrm Customer Operations Specialist

2 months ago

London, United Kingdom Brady Technologies Limited Full time

**Customer Operations Specialist**

**London, UK (hybrid)**

Brady is a leading provider of trading, risk and logistics management software solutions to global energy markets. For over 30 years, we have been supporting our customers with mission critical trading software enabling them to trade power and gas, renewables, metals and agricultural commodities. With the massive expansion in the use of renewable energy sources, electric vehicles and battery production, the energy and power markets are currently undergoing significant disruption.

This role will be part of a small, highly collaborative team supporting Igloo’s next-generation energy trading and risk management software, used by power and gas trading companies across Europe. The Customer Operations Specialist will principally interface with traders day-to-day, providing 1st an 2nd line support and ensuring our clients have a fantastic post-implementation experience.

This is a great opportunity for someone who is 1-3 years in their career and would like to develop their knowledge/experience in software support and implementation further. You can make an impact early on in our growth journey as we scale the team and seek to lead the market with a modern ETRM product offering.

**Key Accountabilities**:

- Be the main point of contact for Customer Operations via telephone and JIRA
- Understand Service Level Agreements and provide response within those parameters
- Monitor new contracts traded and work with the Operations team to configure the software to be able to accurately calculate PnL by EOD
- Investigate Trade and Positions breaks between what is in the system and the information provided by the clearer
- Continue communication with the Customers on how to resolve these breaks
- Acknowledge and accurately assign reported issues and escalate appropriately
- Monitor Customer queries 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
- Perform installations, configurations, preventive and regular maintenance of the Brady solutions
- Participate in on-call services as per agreed SLA’s, as required
- Build and maintain knowledge and experience in Brady products and procedures through effective partnering with other relevant internal stakeholders such as the Engineering function to assist Customers and to further career enhancement within Brady

**Key Skills/Experience**:

- Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
- Acquired knowledge of Brady products through experience of working with or providing support for the Brady product suite
- Great problem-solving skills with an eye to identify issues and proactively seek to resolved them quickly and effectively
- Ability to adapt to fast paced and changing environments
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal skills.
- Attention to detail and a high level of accuracy.
- Ability to use internal and external collaboration tools such; Microsoft Teams, Webex
- Self motivated demonstrating an ability to work alone as well as part of a team
- Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team
- Graduate with a numerate degree ideally in finance, business, economics, computer science, engineering, mathematics or other sciences, or equivalent experience
- Strong knowledge of energy markets, derivatives, and trading instruments. (Options, Futures, spreads and Swaps)
- Strong understanding of how to calculate PnL, understanding of VaR
- Proven experience in energy trading, specifically in back and middle office functions.

**What Brady offers**:

- Great compensation + 8% pension + 5% bonus + private health insurance and more
- 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays
- 1/2 day off Christmas Eve & New Year's Eve
- Pluralsight licenses for engineering team members
- Flexible working hours
- An opportunity to build a modern technology platform for the power and energy trading markets
- A positive, values-driven culture

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