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Customer Support Analyst

22 minutes ago
United States
Full-time
Junior
Customer Support
Technical Writing and Documentation
JIRA
Apply Now
Odd.

Odd.

ODD. Studios Ltd. is a company that specializes in creating a playful musical instrument in the form of a bouncy ball. Their innovative product allows users to make music fun by playing drums, synths, guitars, percussions, jamming over favorite artists...

Consumer Goods
1-10
View All Jobs 4

Description

  • Serve as the first point of contact for end user support requests and triage issues in Jira.
  • Troubleshoot application access, functionality, and configuration issues for internal users.
  • Assist with user acceptance testing and help create user guides and training materials.
  • Document support tickets, resolutions, and recurring issues to identify patterns and improve 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.
  • Maintain organized support records and translate technical issues into plain language for non-technical users.
  • Perform other related duties as assigned.

Requirements

  • Experience providing Tier 1 helpdesk or technical support for large enterprise applications.
  • Familiarity with Jira or similar ticketing systems.
  • Ability to document issues clearly and maintain organized support records.
  • Comfort working with non-technical end users and translating technical issues into plain language.
  • Experience supporting federal systems or working in a regulated environment is preferred.
  • Thrive in a remote, collaborative environment and enjoy helping people solve problems.
  • Communicate clearly and openly when assisting users or escalating issues to engineering.
  • Applicants must be authorized to work in the United States.
  • Some roles may require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or security clearance.
  • Bachelor's degree.

Benefits

  • Fully remote work.
  • Tech and education stipend.
  • Comprehensive benefits package.
  • Company match 401(k) plan.
  • Flexible PTO and paid holidays.
  • United States wage range of $60,000 to $90,000.

Interested in this position?

Apply directly on the company website

Apply Now

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