What are the responsibilities and job description for the Technical Support Specialist position at Yeo and Yeo HR Advisory Solutions?
Are you an organized, self-starter that thrives on empowering clients with seamless support and exceptional communication skills? Keep reading!
About Us
E7 Solutions is an Atlassian Platinum Solutions Partner providing digital transformation services. We are widely recognized for expertise in leveraging Atlassian products to help businesses achieve their goals through innovation and optimization. Atlassian has recognized our achievements with numerous Partner awards and Specializations.
Our core values underscore our work, and our unique culture is at the heart of our motivation. We're a remote-friendly organization that has a fluid approach when it comes to work / life integration. We are serious about our work but not at the expense of an open and collaborative environment. We strongly believe in the philosophy that "to conquer every mountain, we must go as a team." This commitment to teamwork has earned us recognition, including being awarded Crain's Coolest Places to Work in recent years.
E7 is a privately-owned firm headquartered in Troy, Michigan and serves SMB and Enterprise clients both domestically and globally.
About the Position
E7 Solutions is looking for an organized, personable, and self-starting Technical Support Specialist. This person will oversee and manage the flow of support requests through our Jira Service Management Portal. They will be responsible for organizing and prioritizing tasks, ensuring timely resolution, and maintaining clear communication with our clients and support teams. Technical expertise with Atlassian tools, particularly in configuring and managing Jira, Confluence, and Jira Service Management, will be crucial to the success of this role. This team member will own some Support-only engagements and be the lead contact for those clients. This role will report to our Manager of Engineering.
Key Responsibilities Include :
- Monitor, resolve, and escalate incoming support tickets to the appropriate teams based on priority and complexity.
- Develop and maintain schedules for ongoing support projects; ensuring timely completion and delivery.
- Configure and manage the client Atlassian Suite and Marketplace Apps to streamline support processes and enhance productivity.
- Identify opportunities for improving support workflows and implement best practices to increase efficiency and customer satisfaction.
- Gathering new requirements and building out POC for the new functionality within Jira or Confluence.
- Establish rollout plan and provide necessary training.
About You
You have a successful background in a Technical Support role within a consulting, customer success or SaaS environment. You have exceptional organizational skills with the ability to manage multiple clients, issues and projects simultaneously. You have strong communication skills and an attention to detail. The ideal candidate will be familiar with Atlassian on-prem and cloud products, specifically Jira and Confluence. You approach each project with enthusiasm and positivity; bringing humor and a customer-centric approach to clients and fostering genuine and authentic client appreciation and engagement. Through this position, you will also be able to achieve their Atlassian ACP Certification, if you have not already.
Why E7 Solutions?
Here are a few reasons why :
Join the smart, innovative, and collaborative team at E7.
