Support Analyst

About UsWe are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing.Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you'll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart ofeverything we do. We are looking forward to meeting with you!Role Join our team as a Support Analyst, where you'll handle client and internal user queries, deliver accurate solutions, and ensure exceptional service quality every step of the way.RequirementsProvide efficient JIRA support, ensuring timely resolution of client and internal user requestsPerform analysis for client queries regularly and ensure their satisfactionInvestigate, diagnose, and find remedies for technical issues and requests reported by clients through emailProvide 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 effectivelyEffectively monitor and communicate backlog status to superiors for their decision-making processProduce, deliver, analyze, and evaluate weekly client reportsComplete all non-development tasks compiled regularlyEnsure products, incident categories, and labels are selected accordinglyConduct weekly follow-ups on pending JIRA tickets with the internal technical teamAnalyze and evaluate current practices and propose application enhancementsProvide expertise and practical assistance in delivering services that comply with established standardsAid UK staff members with further analysis of raised tickets and other ad-hoc tasksQualificationsCompleted 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 roleProficient in cloud technologies and basic database knowledgeExcellent knowledge in databases such as SQL, JIRA, Zendesk, and ConfluenceExcellent communication skills in English (verbal and written)Good computer literacy (MS Office / Google Sheets)Excellent client interaction skillsStrong problem-solving and analytical skillsPossess sound knowledge in Audio RecognitionAbility to learn new technologies quickly and adapt to changing environmentsStrong organizational skills and ability to manage multiple tasks effectivelyAttention to detail and ability to work under minimum supervisionAbility to work according to the UK calendarBenefits💰 Competitive salary package🏠 Hybrid work model with flexibility to support your lifestyle🏥 Comprehensive private health and life insurance coverage💻 The latest tech equipment to support your productivity and creativity🌍 A collaborative, inclusive, and international work environmentEEO / AccommodationAt Orfium, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require any accommodations during the application or interview process, please let us know. We're here to ensure you have a comfortable and fair experience every step of the way.