Ticketing Support Executive

About the Role

Ticketing Support Executive (L1)

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).