Support Analyst

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.

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Role

Join our team as a Support Analyst, where you'll handle client and internal user queries, deliver accurate solutions, and ensure exceptional service quality every step of the way.

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Responsibilities

• Provide efficient JIRA support, ensuring timely resolution of client and internal user requests.
• Perform analysis for client queries regularly and ensure satisfaction.
• Investigate, diagnose, and find remedies for technical issues and requests reported by clients via email.
• Provide clients with relevant references for their inquiries within agreed-upon Service Level Agreements (SLAs).
• Identify, evaluate, and ensure that client tickets are resolved efficiently and effectively.
• Monitor and communicate backlog status to superiors for decision-making.
• Produce, deliver, analyze, and evaluate weekly client reports.
• Complete all non-development tasks compiled regularly.
• Ensure products, incident categories, and labels are selected correctly.
• Conduct weekly follow-ups on pending JIRA tickets with the internal technical team.
• Analyze current practices and propose application enhancements.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Aid UK staff members with further analysis of raised tickets and other ad-hoc tasks.

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Qualifications

• Completed or pursuing a Bachelor's degree in Information Technology, Information Systems, or a related field.
• Minimum of one year of experience in a customer service or support role.
• Proficient in cloud technologies and basic database knowledge.
• Excellent knowledge of SQL, JIRA, Zendesk, and Confluence.
• Excellent communication skills in English (verbal and written).
• Good computer literacy (MS Office / Google Sheets).
• Strong client interaction, problem-solving, and analytical skills.
• Knowledge of Audio Recognition is a plus.
• Ability to learn new technologies quickly and adapt to changing environments.
• Strong organizational skills and ability to manage multiple tasks effectively.
• Attention to detail and ability to work with minimal supervision.
• Ability to work according to the UK calendar.

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Benefits

• Competitive salary package.
• Hybrid work model with flexibility to support your lifestyle.
• Comprehensive private health and life insurance coverage.
• Access to the latest tech equipment to support productivity and creativity.
• Collaborative, inclusive, and international work environment.

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EEO / Accommodation

Orfium is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you require any accommodations during the application or interview process, please let us know. We are committed to ensuring a comfortable and fair experience every step of the way.