Support Analyst (Oil/Energy Trading & Risk Management)

at  CoreTRM Pte Ltd

CoreTRM provides a cloud-based E/CTRM software platform to Oil and Commodity Trading organisations in Singapore and around the world.
https://coretrm.com/
E/CTRM stands for Energy/Commodity Trading and Risk Management software. Our platform allows trading organizations to handle and simplify the full trade lifecycle of physical and derivative trades from trade capture, through operational logistics, to financial settlement.
Our risk management features enable management to track profit and loss, positions and credit, monitor risk metrics, duties segregation, and ensure adherence to trading limits in real-time.
Due to rapid expansion and business needs, we are now looking for a Support Analyst to assist clients using our platform.

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
  NOTE: This is a client-facing role, and not an IT role. Our software is so well-designed that only some basic understanding of IT is sufficient. Ideally, the suitable candidate is a believer of systems and interested to know more about the world and processes of oil trading

• 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