Business Analyst ( Customer Service)

Item No. REF714B
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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.

You also get an opportunity to work closely together with the service team in the European region and foreign training and visits are also a part of your job role. 
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Detailed Description

Job Description

  • First point of contact for our customers.
  • Collaborate with all stakeholders involved to ensure that customer webshop 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 webshops.
  • 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 the English language.
  • Good interpersonal and organizational skills.
  • Degree in Software or IT.                                        
  • Knowledgeable on Google Analytics, HTML, JavaScript, IIS.
  • Experience in ERP technologies will be a plus.
  • Good convincing, presentation and troubleshooting skills.
  • 02 or more years of experience as a Business Analyst is a definite advantage.

  • Flexible working hours
  • Great work environment
  • The 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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