Job Description

14901 – Software Support Analyst (remote) – Austin, TX

Start Date: ASAP

Type: Temporary Project

Estimated Duration: 12+ months with possible extensions

Work Setting: Remote

Our client is filling this contract position exclusively through approved staffing partners, so this opportunity is not available by applying directly with the client. If you're interested, we'd be happy to represent you throughout the hiring process.

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

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

Responsibilities include but are not limited to the following: 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.