Client Support Analyst - Oil Trading Platform

CoreTRM; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

CoreTRM is seeking an Application Support Analyst to support our clients. The role focuses on providing Level 1 and Level 2 support via email, chat, and phone, logging issues, and ensuring SLA compliance.

You will collaborate with product developers on enhancements, handle after-hours standby support, and assist in smooth transitions from implementation to ongoing support in a fast-paced oil trading context.

Qualifications

• Excellent communication and analytical skills.
• Ability to thrive in a very fast-paced and dynamic environment.
• Oil trading context knowledge is helpful but not required.

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 ad-hoc cover for other support analysts (including overseas ones) when needed
• Other ad-hoc duties if needed

Skills

Communication skills

Analytical skills

Fast-paced environment

Job description

CoreTRM is seeking an Application Support Analyst to support our clients. The role focuses on providing Level 1 and Level 2 support via email, chat, and phone, logging issues, and ensuring SLA compliance.

You will collaborate with product developers on enhancements, handle after-hours standby support, and assist in smooth transitions from implementation to ongoing support in a fast-paced oil trading context.