Support Excellence Executive
Department
ERP Support Operations
Reporting To
Team Lead / Support Manager
Salary
₹10,000 – ₹12,000 per month
Job Summary
The Support Excellence Analyst is responsible for monitoring support tickets, auditing ticket quality, tracking consultant performance, and ensuring compliance with defined SOPs and support processes. The role involves reviewing support activities, preparing reports, identifying operational gaps, and assisting management in improving service quality and team performance.
Key ResponsibilitiesTicket Audit & Monitoring
- Review support tickets in Freshdesk and ensure proper ticket handling.
- Verify ticket updates, status, categorization, and closure quality.
- Ensure consultants follow defined SOPs and support processes.
- Identify missing information, process deviations, and quality issues.
Performance Monitoring
- Track consultant productivity and ticket handling performance.
- Monitor SLA adherence, response times, and ticket resolution timelines.
- Highlight delays, pending tickets, and recurring operational issues.
Reporting & Analysis
- Maintain daily, weekly, and monthly support reports.
- Analyze ticket data using predefined performance metrics.
- Prepare management reports and dashboards using Microsoft Excel.
- Share observations and findings with Team Leads and Managers.
Process Compliance
- Ensure support activities comply with company standards and procedures.
- Conduct routine ticket audits and process checks.
- Escalate non-compliance and process gaps to management.
Continuous Improvement
- Suggest improvements to support processes and reporting mechanisms.
- Support initiatives to improve service quality and operational efficiency.
Required SkillsTechnical Skills
- Good knowledge of Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Basic Formulas, Filters, Reporting).
- Experience using Freshdesk or similar ticketing tools.
- Basic understanding of ERP support processes is preferred.
Soft Skills
- Strong analytical and observation skills.
- Attention to detail.
- Good communication skills.
- Report preparation and documentation skills.
- Ability to work with data and performance metrics.
Qualification
- Bachelor's Degree (Any Discipline).
- Additional certifications in Excel, Data Analysis, or Service Management are an advantage.
Experience
- 1–2 years of experience in Support Operations, Ticket Monitoring, MIS Reporting, Process Auditing, or Customer Support.
- Freshdesk or ticketing system experience preferred.
Pay: ₹10,000.00 - ₹12,000.00 per month
Work Location: In person
