Back to SearchSenior Jira Support Specialist
Remote in Colombia
Support.Users
& 3 others
Sorry, this position is no longer available
Colombia
We are seeking a Senior Jira Support Specialist to join our remote team. The successful candidate will be responsible for providing first-level support to our clients using Jira. This role involves troubleshooting technical issues, providing timely customer response, and managing the customer relationship to ensure satisfaction.
Responsibilities
- Provide first-level support to customers experiencing issues with Jira software and its configuration on Jira project level
- Troubleshoot and resolve technical issues related to Jira configurations (projects, boards, dashboards, etc.)
- Document and track customer inquiries, interactions, and resolutions in a ticketing system
- Collaborate with the second-level support team and other technical teams for issue resolution
- Assist in the creation and maintenance of user guides and documentation
- Conduct training sessions to educate customers on the effective use of Jira
- Continually improve technical skills and stay updated with the latest Jira updates and features
Requirements
- Minimum of 3 years' experience in a technical support role, ideally with project management software
- Strong familiarity with Jira Software Data Center and Jira configurations (projects, boards, dashboards, etc.)
- Experience in using ticketing systems to track customer inquiries and interactions
- Familiarity with ITIL and service management processes
- Ability to provide excellent customer service and maintain high levels of customer satisfaction
- Strong problem-solving skills to quickly troubleshoot and resolve technical issues
- Ability to work independently and as part of a team
- Fluency in written and spoken English at an Upper-Intermediate level
Nice to have
- Jira Administrator certification
- Experience in conducting training sessions
- Knowledge of other Atlassian products like Confluence
- Experience in working in a software development environment.
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn