Live Chat Specialist

Genius Consultants; Pune District; On-site; INR 450,000 - 800,000; Full time

Benefits offered by this job

Two-way cab facility

Job summary

Genius Consultants in Pune (Kharadi) seeks a Ticket Specialist (B4) with 4+ years in ticket support or service desk roles. Shift flexibility, including night shifts, is required. Two-way cab will be provided, and payroll is handled through JLL.

This role focuses on SLA-driven, high-volume support across multiple systems with strong English communication. Ideal candidates excel in multi-stakeholder environments and possess solid analytical skills to manage complex cases from intake to resolution

Qualifications

• Minimum 4 years of experience in ticket support or similar roles.
• Experience in high-volume SLA-driven support in global/multi-regional settings.
• Proven ability to manage complex multi-stakeholder cases from intake to resolution.
• Excellent written and verbal English communication.
• Proficient with ticketing platforms, case management systems, and knowledge tools.

Responsibilities

• Handle ticketing and service desk tasks across multiple systems.
• Respond to employee inquiries and provide operational support.
• Maintain knowledge base and document operational procedures.
• Collaborate with cross-functional teams to resolve issues.
• Ensure timely resolution with quality and SLA adherence.

Skills

Ticketing platforms

SLA-driven support

High-volume support

English communication

Multi-stakeholder

Analytical thinking

Job description

Address : Kharadi

1. Working Days: 6 days a week candidates should be flexible with rotational shifts (including night shifts)
2. Transport: Two-way cab facility will be provided
3. Payroll ; JLL

Ticket Specialist (B4)

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

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