Operatoin Support Analyst

BrainXero Who?

BrainXero is on a mission to build a team of 10x developers, support analysts, and technology consultants who will make the world a better place through the mindful use of technology.

What is on offer?

A genuine opportunity to work with and learn from a team of expert developers.

Great culture with a good remuneration package.

Get your hands dirty with bleeding-edge technology.

Excellent career progression opportunities.

About you?

From a technical point, essential things that we are looking for include the:

· Proven experience in Support Level 1.

· Experience with and management of ticketing systems.

· Experience working in agile teams.

· Expertise in the use of Postman or another API platform.

· Understanding of RESTful APIs and how to test them.

· The ability to translate complex issues into concise steps, assist customers in using the company's technology, and/or liaise internally to develop and provide solutions.

· Exceptional listening skills and communication style

· Readiness to patiently assist clients with coaching, diplomacy, and tactfulness.

· Strong time management skills with the ability to prioritize competing demands.

Key Responsibilities:

· Being the first point of contact when clients need support, both ensuring understanding of their issues and classifying their support requests.

· Distribute service disruption, outage, and maintenance notifications to clients.

· You will assist, document, and/or liaise internally to provide solutions.

· Performing analysis on systems to understand, document, or resolve issues.

· Documenting cases and expected results.

· Working with technical BAs to address bugs and system enhancements.