Position Summary:

Provide hands-on support and guidance to clients on their use of the Atlassian tools so they can be more productive and successful.

Essential Functions:

• Administer the Atlassian products and assist clients with implementation to support their business processes
• Complete customer support requests as directed by client leads to meet contracted SLAs and deliver on client objectives
• Provide scheduled on-call support during off hours and respond to service outage incidents to meet contracted SLAs
• Participate in process improvement efforts across the team and organization to identify, develop, and deliver services and solutions leading to improved client satisfaction
• Acquire Atlassian certification by passing two Atlassian Certified Professional exams and maintain them by achieving additional Atlassian Pro Skills badges
• Provide support to the Sales team for proposals, renewals, and quarterly client business reviews with clients

Requirements

Experience

• 1+ years experience in a customer service or support role
• 1+ years experience as a Jira administrator

Knowledge and Skills

• Effectively manage time and expectations with internal resources and clients
  
• Manage multiple clients and issues simultaneously
• Communicate effectively, both verbally and in writing, for technical and business operations audiences
• Demonstrate the ability to administer Atlassian products and provide strategic guidance on long-term use
• Advise clients on best practices, guidelines, and recommendations.