Support Analyst-2

5-10 Years

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Job Description

Provide Level 2 and Level 3 support to clients, managing and resolving issues via the JIRA support tool
Create, track, and resolve support tickets, ensuring timely and accurate updates
Collaborate with internal teams to efficiently resolve client issues
Generate and analyze reports from JIRA to identify trends and areas for process improvement
Manage service request queues and adjust to changing priorities while handling multiple tasks simultaneously
Participate in client calls, including remote sessions for issue debugging, and mentor team members on handling calls and meetings
Mentor and guide junior team members on product knowledge and skills
Proactively identify opportunities to improve processes and operations
Communicate effectively, professionally, and courteously with clients and internal teams