Workplace Support Ticket Specialist

Overview

Workplace Support Ticket Specialist for on-site support in Hyderabad, managing high-volume, SLA-driven employee support requests across multiple regions.

What you'll do

• Own end-to-end case management from intake through final resolution.
• Analyze available information to decide whether to resolve or escalate.
• Use internal knowledge repositories and SOPs to drive first-touch resolution.
• Create clear, complete case documentation for downstream resolver teams.
• Collaborate with resolver teams and stakeholders across multiple regions to resolve issues.
• Independently investigate and resolve requests with minimal supervision.

What you'll need

• 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 in high-volume, SLA-driven support organizations in global or multi-regional environments.
• Experience handling complex, multi-stakeholder cases from intake through verified resolution.
• Exceptional written and verbal English communication skills.
• Strong prioritization skills while managing high volumes without quality degradation.
• Experience with ticketing platforms, case management systems, and knowledge management tools.

Details

• Work location: on-site in Hyderabad, TS.
• Weekly scheduled hours: 48.
• Supports operations across AMER, EMEA, and APAC.