Work Support Ticker Specialist

Genius Consultants; Hyderabad; On-site; INR 400,000 - 800,000; Full time

Job summary

Genius Consultants in Hyderabad seeks a Work Support Ticket Specialist to own end-to-end case management for a global client. You will manage intake, resolution, documentation, and cross-functional coordination to ensure timely outcomes.

Ideal candidates have 4+ years in ticketing or service desk environments, strong English communication, and the ability to work across regions and multiple systems while maintaining quality and speed. Local candidates preferred.

Qualifications

• 4+ years in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments.
• Experience in high-volume, SLA-driven global or multi-regional support environments.
• Experience handling complex, multi-stakeholder customer cases from intake to verified resolution across multiple systems.
• Exceptional written and verbal English communication, professional and actionable; multilingual skills a plus.
• Strong prioritization with ability to manage high volumes without compromising quality, using structured thinking.
• Experience with ticketing platforms and case management tools; adept at using knowledge management resources.

Responsibilities

• Own the complete lifecycle of support requests from intake through final resolution with thorough documentation.
• Evaluate information, identify gaps, validate assumptions, and determine escalation needs.
• Utilize internal knowledge and SOPs to maximize first-touch resolution and expand personal expertise.
• Create clear, concise case documentation to enable collaboration with resolver groups.
• Collaborate across regions to drive timely resolutions and improve operational performance.

Skills

Critical Thinking

Written Communication

Ownership

Bias for Action

Judgment & Decision Making

Customer Obsession

Attention to Detail

Tools

Ticketing platforms

Case management systems

Knowledge management tools

Job description

We are hiring for Work Support Ticker Specialist for one our MNC client for Hyderabad location.

Key Responsibilities

• End-to-End Case Management:Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution.
• Critical Analysis & Decision Making:Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation.
• Knowledge-Based Resolution:Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise.
• Case Quality & Documentation:Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups any resolver should be able to pick up the ticket and execute without follow-up questions.
• Cross-Regional Collaboration:Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

Core Competencies - Non-Negotiable

• Critical Thinking:Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions.
• Written Communication:Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences.
• Ownership:Assumes complete accountability for customer outcomes by proactively driving cases to resolution.
• Bias for Action:Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
• Judgment & Decision Making:Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies - including under ambiguity.
• Customer Obsession:Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
• Attention to Detail:Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously.

Basic Qualifications- Non-Negotiable

• 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 - professional, precise, and actionable; additional language proficiency is a plus
• 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

Only local candidates are preferred

Thanks

Laxmi Prasanna