Job Description

Job Title : CRM & Help Desk Support Analyst

Location: Remote (Within the United States)

We are currently seeking candidates who meet the following qualification

Required Qualifications:

• Experience using Atlassian Jira Products (Service Desk and Software).
• Experience with end-user testing of software releases.

Preferred Qualifications:

• Experience using Zendesk Help Desk.
• Experience using MS Modern Requirements.
• Working knowledge of Jira Software products.

Responsibilities:

• Provide first-line support to users experiencing issues with the CRM or TEA Help Desk systems.
• Troubleshoot problems and ensure the smooth operation of the CRM and TEA Help Desk software.
• Develop and conduct training programs tailored for all levels of CRM and TEA Help Desk users.
• Work under limited supervision with considerable latitude for initiative and independent judgment.
• Report directly to the CRM Director in the Customer Relationship Management & Data Standards Department.
• Develop, monitor, maintain, and deliver communication for the CRM and TEA Help Desk product teams.
• Coordinate activities with multiple stakeholders influencing CRM and TEA Help Desk application development.
• Contribute to and use knowledge base articles.
• Monitor, review, and resolve CRM and TEA Help Desk software support incidents, ensuring quality analysis, customer satisfaction, and SLA compliance.
• Write, edit, and review support operating procedures and ticket responses.
• Monitor, review, and complete User Acceptance Testing (UAT) for CRM and TEA Help Desk products.
• Ensure all issues and enhancement requests are updated accurately and timely.
  
  
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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