Triple Point Commodity XL multi-commodity platform profitably manages the complex, ever-changing requirements of physical and financial markets. It integrates front-to-back office and delivers best-of-breed functionality for the supply, trading, marketing and movement of commodities on a single next-generation platform. Triple Point's real-time system helps customers of all sizes gain business intelligence for better decision making, streamline trade processing, reduce transaction costs, maximize supply chain efficiencies, precisely measure and manage market risk, evaluate performance, and ensure regulatory and accounting compliance.
Jr. Support Analyst - Pune
1/11/2017 2:48:00 AM
Jr. Support Analyst
Respond to support inquiries submitted by clients via the phone or e-mail and record all calls, and any related correspondence, in the web-based issue tracking system.
Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly, ensuring that all help desk inquiries are completed in a timely and accurate manner.
Perform an assessment on the nature of the problem and based on the results - either resolve front-line and fundamental support issues for clients, or route the problem to the engineering via the defect tracking system.
For high priority issues, escalate to appropriate senior support analyst, the support manager, or a professional services contact that has a close relationship with that client.
Ensure the turn-around time for submitted issues complies with the respective definition based on the specified issue prioritization criteria.
Cooperate with Engineering, Sales and professional services teams to ensure ongoing customer success and satisfaction.
Continuously identify application changes, process changes and documentation changes needed to pro-actively reduce support incidents.
Perform user level software testing prior to releasing new versions/patches of our software to the client.
Build-out the online knowledge-base by authoring the FAQs and online support documentation on an ongoing basis.
Build and maintain client specific support environments for troubleshooting custom configuration related issues.
Maintain up to date customer related information utilized internally, including customer configuration, contacts, and current application version information.
Possesses excellent communication skills and customer interaction skills.
Previous phone support experience is preferred but not required.
Self-motivated and self-managing.
Excellent analytical and troubleshooting skills.
Ability to work effectively with clients and systems/applications staff.
Administrative level understanding of Windows and UNIX operating systems – i.e. ability to navigate through and understand the OS environment, configuration and file system manipulation.
Working knowledge of basic SQL, Java programming, software development and debugging concepts.
Understanding of relational databases and enterprise application server environments.
Ability to Install Oracle software and databases with basic understanding of Database Administration concepts.
Analytical skills required to independently develop action plans that lead to methodical approach to solving complex technical problems.
Basic knowledge of financial, energy or commodities trading industry concepts are a plus. College-level Degree in Information Systems or related fields.