- Test each new release of the system; realize ticket escalation and ticket clarification
- Document system bugs and defects, using bug management system (JIRA)
- Follow the established procedures and standards for ticketing
- Classify tickets and delegate to appropriate levels (Kayako/ JIRA)
- Research required information using available resources
- Support key-users via calls, emails and Help Center
- Guide the key-users to use the web portal interface
- Stay current with system information, changes and updates
- Follow up on the requests and get back to key-users where necessary
- Carry out training sessions and user acceptance testing with stakeholders
- Compile necessary documentation (guidebooks, release notes, booklets, repositories, etc.) as well as write test scenarios
- Translate legal texts and other materials
- Realize day-to-day administrative activities, e.g. editing, proofreading, etc.
- Undertake other possible responsibilities within his/ her field of expertise if instructed by his/ her supervisor
- Enhance Organization reputation by accepting ownership for accomplishing milestones
- exploring opportunities to add value to job accomplishments
- Ensure that all the above-mentioned functions are accomplished with confidentiality and in accordance with Company's code of ethics

Required Qualifications:

- Higher education in Linguistics, Management, Communication or any other related field
- Excellent knowledge of English and Armenian languages; knowledge of Russian and French languages is a plus
- Computer literacy
- Ability to work with rotation based on duty schedule
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and grammar
- Effective listening and multitasking skills; a good team player
- Ability to detect issues and provide appropriate solutions
- Knowledge of insurance laws and rules is a plus
- Knowledge of JIRA and Kayako is a plus