Handle all the technical queries of the multiple clients and internal users and provide them the best service to resolve them to ensure that better service quality is provided.
Job Duties & Responsibilities:
- Provide efficient JIRA support, ensuring timely resolution of client and internal user requests
- Perform the analysis for client queries regularly and ensure their satisfaction
- Investigate, diagnose and find remedies for technical issues and requests reported by clients through email
- Create JIRA tickets with detailed descriptions for accurate issue identification
- Provide clients with relevant references for their inquiries within agreed-upon service level agreements (SLAs)
- Identify, evaluate, and be responsible to ensure that the client tickets are resolved efficiently and effectively
- Effectively monitor and communicate backlog status to the superiors for their decision making process
- Produce, deliver, analyze and evaluate weekly client reports 9. Complete all non-development tasks compiled regularly
- Making sure products, incident categories and labels are selected accordingly
- Weekly follow ups on pending JIRA tickets with the internal technical team
- Analyze and evaluate the the current practices and come up with application enhancements
- Provide expertise and practical assistance in delivering services that comply with established standards
- Aid the UK staff members with further analysis of the tickets raised 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 a support role
- Proficient in cloud technologies and basic database knowledge
- An excellent knowledge in databases such as SQL, JIRA, Zendesk and Confluence
- Excellent communication skills in English language (Verbal / Written)
- Good Computer Literacy (MS Office/ Google Sheets)
- Excellent client interaction skills
- Strong problem-solving and analytical skills
- Possess a sound knowledge in Audio Recognition
- Ability to learn new technologies quickly and adapt to changing environments
- Strong organizational skills and the ability to manage multiple tasks effectively
- Attention to detail and ability to work under minimum supervision
- Ability to work for the UK calendar
- Candidate must be based in Sri Lanka
Benefits
💰 Pegged Salaries to the USD
🏠 Hybrid work model
🏦 Performance Bonus
🏥 Private Health Insurance
🌴 Paid Time Off
📚 Development Opportunities
💻 Latest tech equipment
🚀 International Exposure
