At CoreTRM, we are redefining the landscape of Commodity/Energy Trading and Risk Management (C/ETRM) with our modern, cloud-based software platform. Headquartered in Singapore, we serve commodity and energy trading organisations around the globe, simplifying the full trade lifecycle from 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 - making us a trusted partner in navigating the complexities of the trading world.

OUR WORK CULTURE:

We believe that our strength lies in our people. Our multinational, diverse and dynamic team brings a wealth of perspectives and experiences, fostering an environment rich in innovation and collaboration.
We pride ourselves on a vibrant work culture that encourages continuous knowledge transfer, ensuring every team member, regardless of their role, can grow professionally and contribute to our shared success. All successes, whether small or big are recognized and celebrated.
Join us and be part of a progressive company which creates meaningful impact for our clients worldwide.
Due to rapid expansion, 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 when required