Support Analyst
About Us
We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing.
Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you!
We are looking for a detail-oriented and proactive Support Analyst to join our team. This role is ideal for someone who enjoys problem-solving, working with data, and supporting both internal teams and external stakeholders to ensure smooth day-to-day operations.
Responsibilities
- Manage and resolve JIRA tickets efficiently, ensuring timely responses to client and internal user requests within SLAs.
- Investigate and troubleshoot technical issues reported via email, providing clear solutions and relevant references.
- Monitor ticket backlog, conduct regular follow-ups with technical teams, and keep stakeholders informed for decision-making.
- Prepare and analyze weekly client reports, ensuring accuracy and actionable insights.
- Continuously evaluate processes, support non-development tasks, and recommend improvements to enhance service delivery.