Customer Service Analyst

• Manage incoming customer emails, redirected queries, and support tickets, acknowledging and responding within agreed SLAs
• Log, categorise, prioritise, and maintain accurate case records in Jira, ensuring customers and stakeholders receive timely updates
• Provide accurate, clear, and consistent information to customers and service users across supported communication channels
• Take ownership of queries from initial contact through to resolution, handover, or appropriate escalation
• Monitor assigned cases and queue activity, proactively addressing ageing or at-risk tickets
• Build strong customer relationships through professional, open, and responsive communication
• Develop in-depth knowledge of the SaaS platform, internal knowledge sources, and support processes to locate information quickly and provide effective guidance
• Follow internal communication procedures, escalation paths, security requirements, and quality standards
• Take initiative to create positive, engaging customer experiences and identify proactive solutions for customers and colleagues
• Collaborate closely with Customer Support colleagues and cross-functional teams, including Service Delivery, Product, and Engineering, to resolve customer issues
• Identify recurring queries, service trends, and knowledge gaps, contributing to knowledge articles, troubleshooting guidance, and process improvements
• Contribute to team and departmental targets, including SLA performance, response quality, customer satisfaction, and case-resolution outcomes

Requirements

• Proven customer-service or customer-support experience in a SaaS, software, technology, or similarly service-led environment
• Experience managing customer queries or support cases against defined SLAs and performance targets
• Practical experience using Jira for ticket logging, triage, prioritisation, updates, tracking, and escalation
• Strong written and verbal communication skills, with the ability to provide clear and accurate information to technical and non-technical audiences
• High attention to detail and a consistent approach to recording customer interactions and case activity
• Ability to adapt quickly, prioritise competing demands, and manage time effectively in a fast-paced environment
• Strong customer-focus, problem-solving ability, and commitment to delivering a positive service experience
• Strong collaboration and stakeholder-management skills, with the confidence to engage across teams and functions
• Ability to learn new SaaS products, processes, and technologies quickly and apply that knowledge effectively
• Knowledge of Cloud - Azure and AWS
• Java, JavaScript, HTML, CSS
• Understanding of reading log files
• JIRA, Atlassian tools, Text Editors
• All offers of employment are subject to satisfactory background checks

Core Competencies

Demonstrates strong customer service and support capabilities in a SaaS environment, with expertise in managing queries and support cases while adhering to SLAs. Proficient in using Jira for ticket management and committed to delivering positive customer experiences through effective communication and collaboration.

Highest-signal resume keywords

• Customer-Service Experience
• Jira Ticket Management
• Strong Communication Skills
• Problem-Solving Ability
• Cloud Knowledge - Azure and AWS

ATS Optimization Keywords

Hard Skills

• Jira
• Java
• JavaScript
• HTML
• CSS
• Reading Log Files
• Atlassian Tools

Soft Skills

• Attention to Detail
• Customer-Focus
• Collaboration
• Stakeholder Management
• Time Management

Industry Keywords

• Service-Led Environment
• SLA Performance
• Customer Satisfaction
• Case-Resolution Outcomes

Tools & Technologies

• SaaS Platform
• Text Editors

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