[Hiring] Software Support Analyst @Vitaver & Associates

Role Description

• Provide first-line support to users experiencing issues with the CRM and Help Desk systems, troubleshooting problems and ensuring smooth operation of the software.
• Develop and conduct training programs tailored to all user levels to enhance understanding and efficient use of the CRM and Help Desk systems.
• Develop, monitor, and maintain communications for the CRM and Help Desk product teams, coordinating activities with multiple stakeholders and contributing to knowledge base articles.
• Monitor, review, and resolve CRM and Help Desk software support incidents, ensuring quality analysis, customer satisfaction, and SLA compliance; write, edit, and review support procedures and ticket responses.
• Monitor, review, and complete User Acceptance Testing (UAT) for CRM and Help Desk products, ensuring issues and enhancement requests are updated accurately and timely.
• Coordinate with software development teams to track, prioritize, and validate defect resolutions and enhancement requests logged in Jira Service Desk and Jira Software.
• Document and maintain test cases, test scripts, and release notes for CRM and Help Desk software updates to support consistent end-user testing processes.

Qualifications

• Experience with Atlassian Jira Products (Service Desk and Software) (7 years).
• Experience with end user testing of software releases (4 years).

Requirements

• Experience with Zendesk and CRM Help Desk platforms (2 years).
• Experience with MS Modern Requirements (2 years).

Benefits

• Temporary Project.
• Estimated Duration: 12+ months with possible extensions.
• Work Setting: Remote.