Work Support Ticker Specialist

We are hiring for Work Support Ticker Specialist for one our MNC client for Hyderabad location.

Key Responsibilities

• End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution.
• Critical Analysis & Decision Making: Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation.
• Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise.
• Case Quality & Documentation: Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups any resolver should be able to pick up the ticket and execute without follow-up questions.
• Cross-Regional Collaboration: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

Core Competencies — Non-Negotiable

• Critical Thinking: Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions.
• Written Communication: Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences.
• Ownership: Assumes complete accountability for customer outcomes by proactively driving cases to resolution.
• Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
• Judgment & Decision Making: Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies — including under ambiguity.
• Customer Obsession: Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
• Attention to Detail: Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously.

Basic Qualifications – Non-Negotiable

• Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments
• Experience working within high-volume, SLA-driven support organizations in global or multi-regional environments
• Demonstrated experience working in complex, multi-stakeholder customer cases from intake through verified resolution, comfortable working across multiple systems simultaneously
• Exceptional written and verbal English communication skills — professional, precise, and actionable; additional language proficiency is a plus
• Strong prioritization skills with the ability to manage high volumes without quality degradation with critical thinking and analytical capability
• Experience with ticketing platforms and case management systems and strong proficiency using knowledge management tools and operational documentation

Interested can share their resumes to kotoju_[email protected]

Only local candidates are preferred

Thanks

Laxmi Prasanna