Support Executive (Ticket Management)

Finacus Solutions; Mumbai; On-site; INR 180,000 - 240,000; Full time

Benefits offered by this job

Learning and career growth

Hands-on exposure to support ops

Training on ticket management tools

Professional work environment

Job summary

Finacus Solutions is hiring a Support Executive to manage customer support tickets, update ticket statuses, and generate MIS reports. Freshers with good communication and basic computer skills are encouraged to apply.

The role requires coordinating with internal teams to resolve issues, documenting actions, and ensuring SLA compliance while delivering quality support and timely updates to customers.

Qualifications

• Graduate with any discipline; freshers welcome.
• Strong MS Office skills.
• Excellent communication and internal-team coordination.
• Ability to manage multiple tickets and meet SLAs.
• Familiarity with ticketing tools preferred.

Responsibilities

• Create, assign and update tickets in the system.
• Track status and follow up until closure.
• Maintain ticket MIS and daily status reports.
• Coordinate with internal teams for issue resolution.
• Update customers on progress and resolution.
• Escalate critical issues to relevant teams.
• Document support activities accurately.
• Maintain SLA compliance and service quality.
• Prepare daily, weekly, and monthly reports.

Skills

MS Excel

MS Word

MS Outlook

Communication skills

Ticket management

Multi-tasking

Documentation

Team coordination

Education

Any Graduate

Tools

Jira

ServiceNow

Freshdesk

Zoho Desk

Job description

Support Executive (Ticket Management)

Position: Support Executive Ticket Management

Experience: Fresher

Qualification: Any Graduate

Gender: Male/Female

Location: As per company requirement

Employment Type: Full-Time

Job Summary

We are looking for a Support Executive to manage customer support tickets, maintain ticket-related MIS reports, and ensure timely updates of support requests. The candidate should have good communication skills, basic computer knowledge, and the ability to coordinate with internal teams for issue resolution.

Key Responsibilities

• Create, assign, and update support tickets in the ticketing system.
• Track ticket status and ensure timely follow-up until closure.
• Maintain ticket-related MIS reports and daily status reports.
• Coordinate with internal teams for issue resolution.
• Update customers regarding ticket progress and resolution.
• Escalate pending or critical issues to the appropriate teams.
• Ensure accurate documentation of support activities.
• Maintain SLA compliance and support quality standards.
• Prepare daily, weekly, and monthly support reports.

Required Skills

• Basic knowledge of MS Excel, Word, and Outlook.
• Good verbal and written communication skills.
• Ability to manage multiple tickets simultaneously.
• Good analytical and problem-solving skills.
• Attention to detail and documentation.
• Willingness to learn and work in a team environment.

Eligibility

• Any Graduate (B.Com, B.Sc., BBA, BA, BCA, BE, B.Tech, or equivalent).
• Freshers are welcome to apply.

Preferred Knowledge

• Experience with ticketing tools such as Jira, ServiceNow, Freshdesk, Zoho Desk, or similar platforms (preferred but not mandatory).
• Basic understanding of MIS reporting and Excel functions.

What We Offer

• Professional work environment.
• Learning and career growth opportunities.
• Hands-on exposure to support operations and customer service.
• Training on ticket management tools and processes.