Support Analyst at Orium

Colombo, Western Province, Sri Lanka

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Music, Entertainment, TechnologyIndustries

Requirements

Completed or following a Bachelor's degree in Information Technology, Information Systems, or any related field
Minimum one year of experience in a customer service or support role
Proficient in cloud technologies and basic database knowledge
Excellent knowledge in databases such as SQL, JIRA, Zendesk, and Confluence
Excellent communication skills in English (verbal and written)
Good computer literacy (MS Office / Google Sheets)
Excellent client interaction skills
Strong problem-solving and analytical skills
Possess sound knowledge in Audio Recognition
Ability to learn new technologies quickly and adapt to changing environments
Strong organizational skills and ability to manage multiple tasks effectively
Attention to detail and ability to work under minimum supervision
Ability to work according to the UK calendar

Responsibilities

Provide efficient JIRA support, ensuring timely resolution of client and internal user requests
Perform analysis for client queries regularly and ensure their satisfaction
Investigate, diagnose, and find remedies for technical issues and requests reported by clients through email
Provide clients with relevant references for their inquiries within agreed-upon service level agreements (SLAs)
Identify, evaluate, and ensure that client tickets are resolved efficiently and effectively
Effectively monitor and communicate backlog status to superiors for their decision-making process
Produce, deliver, analyze, and evaluate weekly client reports
Complete all non-development tasks compiled regularly
Ensure products, incident categories, and labels are selected accordingly
Conduct weekly follow-ups on pending JIRA tickets with the internal technical team
Analyze and evaluate current practices and propose application enhancements
Provide expertise and practical assistance in delivering services that comply with established standards
Aid UK staff members with further analysis of raised tickets and other ad-hoc tasks

Skills

Key technologies and capabilities for this role

JIRAClient SupportTicket ResolutionTechnical AnalysisSLA ManagementReportingEmail TroubleshootingBacklog Management

Questions & Answers

Common questions about this position

What is the work arrangement for this Support Analyst role?

The position is hybrid, with a flexible environment across global offices.

What qualifications and skills are required for the Support Analyst position?

Candidates need a Bachelor's degree in IT or related field (completed or ongoing), 1+ year in customer service/support, proficiency in cloud technologies, SQL, JIRA, Zendesk, Confluence, excellent English communication, problem-solving skills, audio recognition knowledge, and strong organizational abilities.

What is the company culture like at Orfium?

Orfium fosters a passionate, international team environment with 700+ members across global offices, emphasizing innovation, openness, ownership, and flexibility in a hybrid setup.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What makes a strong candidate for the Support Analyst role?

Strong candidates have IT-related education, customer support experience, technical proficiency in tools like JIRA, SQL, and cloud tech, plus excellent client skills, problem-solving, audio recognition knowledge, and the ability to manage tasks in a fast-paced environment.

Orium

Consultancy for composable commerce solutions

About Orium

Orium specializes in composable commerce for omnichannel retail, helping large retail brands create seamless shopping experiences across various platforms like web, mobile, and wearables. Their approach involves using modular components that can be customized and integrated, allowing businesses to build flexible and scalable digital experiences tailored to their specific needs. Orium stands out from competitors by focusing on headless commerce, which separates the front-end and back-end of e-commerce platforms, enabling them to tackle complex challenges effectively. The company's goal is to enhance customer interactions and drive the future of shopping through innovative digital solutions, supported by partnerships with major cloud computing services and commerce platforms.

Toronto, CanadaHeadquarters

2009Year Founded

$12.6MTotal Funding

LATE_VCCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Flexible Work Hours

Professional Development Budget

Health Insurance

Dental Insurance

Parental Leave

Mental Health Support

Employee Stock Options

Unlimited Paid Time Off

Risks

Competition from BigCommerce's Catalyst could threaten Orium's market share.

Expansion into Latin America may face challenges due to regional market dynamics.

Focus on non-core products like IZYWATT 800 LFP may divert resources from primary offerings.

Differentiation

Orium specializes in composable commerce, offering tailored solutions for omnichannel retail.

Their expertise in headless commerce allows for flexible and scalable digital experiences.

Partnerships with commercetools and Google enhance their capability to deliver innovative solutions.

Upsides

Expansion into Latin America opens new revenue streams and client opportunities.

Growing interest in MACH architecture boosts demand for Orium's specialized services.

Partnership with GroupBy enhances eCommerce product discovery capabilities for enterprise clients.

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