Urgent Requirement in I Growh Services LLP for First Level Support In Thane Location
Candidate should have fluent English Communication
Min 6 months experience in operations
Ready to work in rotational shifts & rotational weekly off
Salary based on last drawn
Job Location: Thane
Travel boundaries: Thane, Mulund, Bhandup, Airoli
Drop will be provided after 11.30PM
Interested candidates can share the updated CV on whatsapp 7900117773 or
Email to [email protected]
Duties will include, but are not limited to:
Ticket Management:
● Oversee the Jira Service Desk ticketing system, ensuring that all incoming
requests and tasks are documented, categorized, and prioritized.
● Act as the first point of contact for all operational tickets and help resolve issues.
● If the SLA time has passed, escalate the ticket to the operations team for timely
resolution.
● Work cross-functionally with departments (CRM, CS, VIP, Affiliate, Payment) to
handle internal requests related to website changes/improvements, translations,
internal tools, and process applications.
Process Implementation & Support:
● Ensure that operational strategies are respected, along with processes from all
departments, across various platforms and tools.
● Help departments with operational processes, assisting with internal tools like
CMS, back office platforms, aggregators, and any other tools in use by the
organization.
Escalation Management:
● Prioritize tasks based on urgency, and escalate more complex issues to
management or operation team, who will then escalate to relevant teams or
third-party as needed.
● Facilitate communication between internal teams and external partners when
required to ensure timely resolution of issues.
Tool Support & Training:
● Participate in the ongoing training related to different tools (back-office
platforms, CMS, CIO systems, etc.), and provide operational support to teams
when using these tools.
● Be knowledgeable across various platforms to troubleshoot issues effectively
and guide teams in making necessary updates or improvements.
Cross-Departmental Collaboration:
● Coordinate with different teams to understand their requirements, and ensure
that operational requests are prioritized appropriately.
● Maintain strong communication with teams such as CRM, CS, VIP, Affiliate, and
Payment to ensure smooth handling of requests.
Operational Reporting:
● Provide regular reports on ticket resolution status, operational issues, and other
relevant KPIs to management.
● Monitor and improve the response time to ticket requests and ensure timely
closure of tickets.
Continuous Improvement:
● Identify opportunities for improving processes and operational workflows,
proposing solutions for greater efficiency.
Multitasking & Prioritization:
● Manage and prioritize multiple requests from different departments, ensuring
that the most urgent and impactful tasks are addressed first.
● Balance and coordinate support across departments, ensuring that operations
remain smooth and the goals of the company are met.
Pay: From ₹20,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
