Business Analyst ( Customer Service)

Item No. REF1181F
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ISM eGroup is a global player when it comes to innovative eCommerce solutions with offices in the USA, the Netherlands, England, Ukraine, Germany, Singapore, Australia and Sri Lanka.
ISM APAC (Pvt) Ltd in Colombo, Sri Lanka has over 165+ employees with whom we build innovative eBusiness solutions. We focus on software development, technical support and consulting services.
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Detailed Description

Job Description

  • First point of contact for our customers.
  • Collaborate with all stakeholders involved to ensure that customer web shop issues are resolved quickly and effectively.
  • The candidate will be the first contact point to solve technical problems and communicate with the customer.
  • Handle customer questions via a ticketing system within the agreed time frame.
  • Create tickets detailing down customer requirements including screen mock-ups that would explain the customer requirements clearly to the development teams.
  • Work closely with the development team in transforming customer requirements into features in web shops.
  • Willingness to travel overseas as and when required.


  • 02 or more years of experience in the IT or Software Industry is mandatory.
  • Excellent command of English language.
  • Good interpersonal and organization skills.
  • Degree in Software or IT.                                        
  • Knowledgeable on Google Analytics, HTML, Java Script, IIS.
  • Experience in ERP technologies will be a plus.
  • Good convincing, presentation and trouble shooting skills.
  • 02 or more years of experience as a Business Analyst is a definite advantage.

Additional Information

What we offer:
  • Exposure to real world business environment
  • Training, Mentoring and business coaching
  • Work with experienced , diverse finance professionals & representatives
  • Flexible working hours
  • Great work environment
  • An open and supportive culture
  • Space to learn and grow
  • Recreational area with carrom and pool table facilities
  • Attractive remuneration package
  • Comprehensive insurance cover
  • Overseas training opportunities
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