Customer Support Analyst
New
O
OddballFederal Technology
United States Wage RangeFull-TimeMiddle
Salary60,000 - 90,000 USD per year
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Job Details
- Required Skills
- JiraDocumentationTroubleshootingTechnical support
Requirements
- Experience providing Tier 1 helpdesk or technical support for large enterprise applications
- Familiarity with Jira or similar ticketing systems for support management
- Ability to document issues clearly and maintain organized support records
- Comfort working with non-technical end users and translating technical issues into plain language
- Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
- Bachelor's Degree
Responsibilities
- Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira
- Troubleshoot application access, functionality, and configuration issues for internal users
- Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials
- Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability
- Escalate complex technical issues to Tier 3 engineering support with clear documentation
- Communicate clearly with end users throughout the resolution process to ensure a smooth support experience
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