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).

  • Ticketing Executive

    6 days ago


    Bengaluru, Karnataka, India Crimson Holidays LLP Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionCrimson Holidays LLP is a leisure and travel company based in Bengaluru. We offer curated travel solutions across the globe, for the travel aficionado as well as provide MICE services for the corporate world. We offer a one-stop shop by identifying clients' requirements and providing necessary services based on their preferences, budget,...

  • It Support Specialist

    2 weeks ago


    Bengaluru, Karnataka, India Dentalcare Support Services Llp Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Act as first IT contact for ops & UK practices. Support MS 365, Teams, Outlook & shared drives. Troubleshoot issues, support practice software, maintain docs, escalate as needed, assist upgrades & ensure compliance with security & policies. Required Candidate profileIT SupportTechnical SupportTicketing SystemsIT documentationUK IT Support (desirable)


  • Bengaluru, Karnataka, India Dentalcare Support Services Llp Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Responsible for scheduling repairs, managing dental equipment compliance, handling service requests, maintaining asset records, coordinating with vendors, managing inventory, and ensuring timely issue resolution and training support. Required Candidate profileMS Excel, Data Entry, Ticket Management


  • Bengaluru, Karnataka, India Finsall Resources Full time ₹ 3,00,000 - ₹ 3,60,000 per year

    We are looking for an experienced Customer Support Executive with excellentcommunication skills in Hindi, fluent English, and any two South Indian languages. Theideal candidate should be experienced in handling customer support tickets, manageescalation calls, and ensure prompt resolution of issues to maintain customer satisfaction.Key Responsibilities...

  • Ticketing Manager

    3 weeks ago


    Bengaluru, Karnataka, India, Karnataka Best Infosystems Ltd. Full time

    MDM Ticket management_Full-Time_Bangalore/Pune/Navi Mumbai/Noida/Hyderabad/ChennaiJob Title: MDM Ticket managementJob Type: Full-TimeLocation: Bangalore/Pune/Navi Mumbai/Noida/Hyderabad/ChennaiExperience: 4-6 yearsJob Description: Key Responsibilities:• Ticket Management: Handle data maintenance tickets and ensure timely resolution using Service Now.•...


  • Bengaluru, Karnataka, India Talent Bridge Consultancy Services Full time ₹ 4,20,000 - ₹ 8,40,000 per year

    Position: IT Support ExecutiveLocation: BengaluruDepartment: IT / Infrastructure SupportRole Overview:We are seeking an IT Support Executive who will be responsible for managing employee access, handling IT-related queries, and ensuring smooth day-to-day operations of IT systems. The role also requires basic working knowledge of bash and PowerShell scripts,...


  • Bengaluru, Karnataka, India Bhash Software Lab Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Handle incoming customer queries via phone, email, chat, and ticketing systems.Manage and resolve customer complaints effectively and efficiently.Log all interactions and issues in the ticketing system and update records accordingly.Monitor and respond to open tickets in a timely manner.Coordinate with internal teams (e.g., Technical Support, Logistics,...


  • Bengaluru, Karnataka, India TRDFIN Support Services Pvt Ltd Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Role Overview:We are seeking an experiencedFIS Quantum/Echos Production Support Service Engineerto provide end-to-end support for our treasury management systems, ensuring smooth technical operations, governance, and compliance in line with business needs.Key Responsibilities:Financial Systems SupportProvide complete support for FIS Quantum and Echos...


  • Bengaluru, Karnataka, India TruKKer Technologies Full time ₹ 3,00,000 - ₹ 3,60,000 per year

    Job description RoleObjective The Customer Support Executive will act as the first point of contact for TruKKers clients and internal operations teams based across the MENA (Middle East & North Africa) region. Though based in India, the role involves remote support for day-to-day logistics execution, coordination, documentation, and issue resolution. The...


  • Bengaluru, Karnataka, India Ienergizer Full time ₹ 4,20,000 per year

    Role & responsibilitiesPosition: Customer Support Associate Location: Kudlu Gate, Bangalore Salary: Up to 35k 5 working days Experience: Min 6 months Requirements Excellent communication in English Must have Experience with GDS, AMADEUS, and Galileo Ticketing tools Must have knowledge PNR creation Ticketing void Issuance / Reissuance Voiding /...