Support Desk Executive

Arkatechture is seeking a Support Desk Coordinator to join our Support Services team. In this role, you will provide frontline support for our BI & Analytics platform, Arkalytics, serving as a fi rst point of contact for customer requests and routine issues. Youll be responsible for accurately triaging tickets, maintaining clear communication with customers, and delivering timely resolutions. Along the way, you’ll build foundational skills with our platform, tools, processes, and client interactions, creating a clear pathway to grow your data and technical expertise. The ideal candidate is a proactive problem solver with a technical foundation, strong communication skills, and the ability to collaborate across both technical and client-facing teams. Responsibilities Take full ownership of assigned service desk tickets ensuring timely resolution and 100% adherence to SLAs while maintaining a high standard of client satisfaction (4.5/5 stars). Review and triage support tickets for accurate categorization and assignment Perform quality checks on ticket documentation and ensure consistent data entry. Assist in managing operational tools such as PagerDuty, Smartsheet, Jira, and

NetSuite. Contribute to maintaining customer-facing support resources (FAQs, known issues, templates). Contribute to cross-functional meetings, retrospectives, and process reviews, offering insights into recurring trends and opportunities for platform and service optimization. Identify risks, recurring issues, and opportunities for process optimization; collaborate with the Head of Support Services to implement improvements and drive service quality. Maintain an active communication with the internal Arkatechture team and client. Be available for meetings during ArkaUS’s working hours in the AM Eastern Standard Time Escalate risks and issues on time. Report work status to team leaders and participate actively in daily standupsRole & responsibilities

Preferred candidate profile