Hybrid Support Analyst

at Orfium

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, SQL
• Location requirements: Hybrid, Colombo, Sri Lanka

About the role

• Support Analyst managing client and internal user queries. Delivering solutions and ensuring exceptional service quality in a hybrid work environment.

Responsibilities

• Join our team as a Support Analyst, where you’ll handle client and internal user queries, deliver accurate solutions, and ensure exceptional service quality every step of the way.
• Provide efficient JIRA support, ensuring timely resolution of client and internal user requests.
• Perform analysis for client queries regularly and ensure their satisfaction.
• Investigate, diagnose, and find remedies for technical issues and requests reported by clients through email.
• Provide clients with relevant references for their inquiries within agreed-upon service level agreements (SLAs).
• Identify, evaluate, and ensure that client tickets are resolved efficiently and effectively.
• Effectively monitor and communicate backlog status to superiors for their decision-making process.
• Produce, deliver, analyze, and evaluate weekly client reports.
• Complete all non-development tasks compiled regularly.
• Ensure products, incident categories, and labels are selected accordingly.
• Conduct weekly follow-ups on pending JIRA tickets with the internal technical team.
• Analyze and evaluate current practices and propose application enhancements.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Aid UK staff members with further analysis of raised tickets and other ad-hoc tasks.

Requirements

• ● Completed or following a Bachelor's degree in Information Technology,
• Information Systems, or any related field.
• ● Minimum one year of experience in a customer service or support role.
• ● Proficient in cloud technologies and basic database knowledge.
• ● Excellent knowledge in databases such as SQL, JIRA, Zendesk, and Confluence.
• ● Excellent communication skills in English (verbal and written).
• ● Good computer literacy (MS Office / Google Sheets).
• ● Excellent client interaction skills.
• ● Strong problem-solving and analytical skills.
• ● Possess sound knowledge in Audio Recognition.
• ● Ability to learn new technologies quickly and adapt to changing environments.
• ● Strong organizational skills and ability to manage multiple tasks effectively.
• ● Attention to detail and ability to work under minimum supervision.
• ● Ability to work according to the UK calendar.

Benefits

• 💰 Competitive salary package
• 🏠 Hybrid work model with flexibility to support your lifestyle
• 🏥 Comprehensive private health and life insurance coverage
• 💻 The latest tech equipment to support your productivity and creativity
• 🌍 A collaborative, inclusive, and international work environment