DONOS AM LLC

Job description:

DONOS AM is seeking a Support Agent to join our team. The ideal candidate is someone who will show initiative to help DONOS AM meet our objective of being one of the top Atlassian Solution partners. In this position, you will work directly with DONOS AM and DONOS customers to support them with any questions, incidents or small projects with their Atlassian configuration (including Jira, Confluence, Jira Service Desk and others). No experience needed for this position as we are looking for a dynamic and quick-learner for an entry level position job. You must be comfortable working directly with customers and partners, being proactive to always be ahead in communicating to customers to keep them worry-free and statisfied, multitasking and context switching, be able to excel in a fast-paced environment, and show an eagerness to take on ever-increasing responsibilities. As we operate in several locations, with our first market in France, we work most of the time as a remote team, so being productive as a remote employee is essential. This job is full time only.Other tasks, duties or assignments can complete the job description depending on the career goals or wishes of the employee.

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Job responsibilities

• Act as the first point of contacts for all DONOS Customers in the Help Desk application
• Mainly work on assisting with customer service and support for existing customer systems
• Configure, manage and maintain the main products of the Atlassian suite of applications
• Manage and maintain existing customer systems
• Manage and maintain Atlassian application instances running in the Atlassian cloud
• Manage projects and maintain customer communication
• Assist with planning, requirements gathering and other pre-implementation tasks
• Provide user and admin training on the use and management of Atlassian tools
• Adhere to industry best practices, processes, and standards
• Become an accredited Atlassian Technical Sales Professional (requires 2 Atlassian technical certifications)
• Improve the Customer Support by improving the support tool and write documentation in the knowledge base for future support team and customers

Required qualifications

• Fair knowledge of IT Business, Digital solutions and Social Networks
• Good knowledge of the Google and Office Suite
• Good knowledge of Project Management and Agile Methodologies
• Ability to understand a customer’s business objectives, vision and goals, and to translate these into application requirements and specifications
• Embrace working with a variety of technical and non-technical customers and team members
• Comfortable moving between technologies, expanding skills, and eager to learn and take on new challenges
• Fluency in French and English is a must
• Bonus: Previous experience with Trello, Jira and/or Confluence

Required candidate level: Junior

Additional information