Ticketing Support Executive

5 days ago

Bengaluru, Karnataka, India Gemba Concepts Full time ₹ 3,00,000 - ₹ 6,00,000 per year

About the Role

We are seeking a Ticketing Support Executive (L1) to be the first point of contact for our clients. This role involves managing inbound client queries via toll-free IVRS, chat, and email, logging tickets in the support system, and ensuring timely acknowledgment. The ideal candidate should have strong communication skills (English & Hindi), customer orientation, and a structured approach to issue logging and resolution tracking.

Key Responsibilities

  • Act as the first point of contact for clients through IVRS, chat, web, and email support.
  • Interact with clients to understand and document issues related to software modules.

  • Collect required details such as:

  • Client Name & Contact

  • Software/Module Name
  • Issue Description
  • Severity (Critical/High/Medium/Low)

  • Attachments (screenshots/logs if available)

  • Log tickets into the ticketing tool (ServiceNow / Jira Service Desk / equivalent).

  • Acknowledge tickets within SLA (1 hour) and keep clients informed about status updates.
  • Assign tickets to the relevant development team (L2/L3) based on ownership matrix.
  • Follow up on SLA timelines (Critical: 4 hrs, High: 8 hrs, Medium: 24 hrs, Low: 48 hrs).
  • Escalate unresolved or delayed issues to the Escalation Manager.
  • Contribute to the Knowledge Base by recording common issues and resolutions.
  • Maintain a high standard of professional communication and ensure client satisfaction.

Skills & Qualifications

  • Bachelors degree (any discipline) or equivalent.
  • 0–2 years of experience in customer support, IT helpdesk, or ticketing (freshers welcome).
  • Strong verbal and written communication skills in English and Hindi (additional languages a plus).
  • Basic understanding of software applications / IT systems.
  • Ability to multitask in a 24/7 support environment.
  • Strong problem-solving attitude and customer-first mindset.
  • Familiarity with ticketing tools (ServiceNow, Jira Service Desk,  or equivalent) – preferred but not mandatory (training will be provided).

What We Offer

  • Opportunity to work in a global 24/7 support system.
  • Structured training and mentorship on support processes and tools.
  • Exposure to IT support and software ticketing workflows.
  • Growth path towards L2/L3 technical support or team lead roles.
  • Competitive compensation with shift allowance (if applicable).

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