Client Support Service Desk Analyst

4 weeks ago

Melbourne, Australia Kaluza Full time

**Job Title: Client Support Service Desk Analyst**
**Location: (including hybrid): Melbourne, Australia**
**Part time available?: No**
**Salary: $60,000 - $90,000**

Kaluza wants to power a world where net-zero is within everyone's reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It's a huge challenge, but often the toughest problems are the most rewarding to solve.

Since launching in 2019, Kaluza's technology has been empowering some of the biggest energy suppliers to better serve millions of customers.

From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.

**Where in the world of Kaluza will I be working?**

You'll be joining Kaluza's Client Success community, a team of client-focussed delivery and support professionals. Working closely with Kaluza's Product and Technology communities, we're dedicated to making sure our clients get the most value from Kaluza's products and services.

You'll be working on the Kaluza's Energy Retail platform. This is a SaaS technology platform that aims to revolutionise the operating platforms for energy retailers globally. This platform has been built with scale and technical quality in mind and is the foundation for decarbonisation efforts by Kaluza's customers.

**What will I be doing?**

You will be working within the Kaluza Service Desk team, with a focus on triaging agent & customer issues from Retailers & analysing problems that are discovered.
You'll be the go-to guru for performing impact assessments and root cause analysis, identifying impacted accounts or processes and recommending technical fix approaches, using the Kaluza incident process.
When you're not saving the day, you'll be helping define what a good Service Desk looks like, liaising with product teams to provide updates and solutions to customers.

You will play an integral part in standing up an enduring Kaluza presence in the region and supporting our clients. Kaluza is predominantly based in the UK. Due to the time difference between Melbourne and the UK, you will need to manage client expectations and interactions with UK teams across time zones, with support from your UK counterparts.

Key responsibilities include:

- Triaging and prioritising support tickets based on impact and urgency, making full use of our service desk tool, JIRA.
- Using multiple information sources (such as Big Query, Jira, Google Data Studio), to identify trends, analyse the impact of issues, and help diagnose the root cause of customer support tickets.
- Where possible, taking swift action to stop an incident from worsening.
- Performing root cause analysis on problems to understand knock-on impacts and what needs to be fixed.
- Working with Engineers, Senior Engineering Managers and Product Managers to find solutions to complex problems that are fit for purpose and get the best results.
- Supporting the Product teams by delivering fixes and changes to our platform.
- Supporting the management of Incidents with fast & informative review, analysis and fix recommendations.
- Managing stakeholders across various levels of the business, setting clear expectations and providing timely updates internally and to customers.
- Serving on 24/7 call for one week at a time on a rota system.

Kaluza is currently in an exciting growth phase, undergoing the next phase of our international expansion.. This will further reinforce our capabilities as a globally distributed energy platform and means that you would be one of the first Kaluza employees on the ground in Australia

**Is this the job for me?**

Ideally you'll have/be:

- Able to work swiftly and efficiently, without compromising accuracy.
- Knowledge of Energy processes and technologies
- Experience in learn Data analysis skills using Big Query, SQL & APIs, and basic scripting using Python
- Someone who is technically aware and has an understanding of key and emerging technologies
- A passion for fixing things, including a curiosity for digging into a problem to understand it and how to fix it.
- Capability to break down complex issues and identify improvement areas, with exceptional attention to detail.
- Great accuracy and precision in your work, especially when managing or amending data, calculations etc.
- A natural skill for seeing a symptom and using it to work backwards and identify a root cause.
- A strong ability to be organised and flexible, able to change focus quickly but not lose sight of priorities.
- Great communication (face-to-face and written) and interpersonal skills - we work cross-site so building and maintaining strong relationships using collaboration tools is critical to being successful.
- Be able to work well under high pressure/time sensitive situations.
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