Orfium

Support Analyst

Orfium

full-time

Posted on:

Location Type: Hybrid

Location: Colombo • 🇱🇰 Sri Lanka

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Job Level

Junior

Tech Stack

CloudSQL

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLcloud technologiesdatabase knowledgeAudio Recognition
Soft skills
communication skillsclient interaction skillsproblem-solving skillsanalytical skillsorganizational skillsattention to detailability to learn new technologiesadaptability
Certifications
Bachelor's degree in Information TechnologyBachelor's degree in Information Systems