Orfium
Tech / AI / Software
SupportAnalyst
“Support Analyst at Orfium. Skills: Support Analyst, JIRA, SQL, troubleshoot technical issues, client reports. Manage and resolve JIRA tickets efficiently, ensuring timely responses to client and internal user requests within SLAs.. Investigate and troubleshoot technical issues reported via email, providing clear solutions and relevant references.”
What You'll Achieve.
ensure smooth day-to-day operations; ensuring timely responses to client and internal user requests within SLAs; ensuring accuracy and actionable insights; enhance service delivery
Industry & Context.
problem-solving; analytical thinking and problem-solving skills; Investigate and troubleshoot technical issues
Flexibility to work in alignment with the UK calendar
What They're Looking For.
Must Have
Bachelor’s degree (completed or in progress) in Information Technology, Information Systems, or a related field, at least 1 year of experience in a customer service or support role, technical proficiency in SQL, JIRA, Zendesk, Confluence, and basic cloud technologies, good computer literacy (MS Office / Google Sheets), Excellent communication skills in English (both written and verbal), client interaction abilities, analytical thinking and problem-solving skills, attention to detail, Well-organized, able to manage multiple tasks independently, ability to work under minimal supervision, Quick learner, ability to adapt to new technologies and changing environments, Flexibility to work in alignment with the UK calendar
Nice to Have
Knowledge of audio recognition is an added advantage
What You'll Do.
Manage and resolve JIRA tickets efficiently
ensuring timely responses to client and internal user requests within SLAs.
Investigate and troubleshoot technical issues reported via email
providing clear solutions and relevant references.
Monitor ticket backlog
conduct regular follow-ups with technical teams
and keep stakeholders informed for decision-making.
Prepare and analyze weekly client reports
ensuring accuracy and actionable insights.
Continuously evaluate processes
support non-development tasks
and recommend improvements to enhance service delivery.
How You'll Work.
Team & Collaboration
supporting both internal teams and external stakeholders; follow-ups with technical teams; keep stakeholders informed for decision-making
Communication Scope
Excellent communication skills in English (both written and verbal); client interaction abilities
Process & Methodology
Manage and resolve JIRA tickets efficiently, Monitor ticket backlog, manage multiple tasks independently
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