Help Desk Specialist: Cross-Functional Ticketing & Support

T7E Aftermarket Connect Pvt Ltd; Hinoba-an; On-site; PHP 335,000 - 558,000; Full time

Job summary

T7E Aftermarket Connect Pvt Ltd is seeking a Help Desk Executive to monitor WhatsApp groups, capture user queries, and manage support tickets across internal teams. You will follow up on open issues, document resolutions, and share weekly summaries.

Strong written English and clear communication are essential, along with basic Excel/Sheets skills. The role requires 6 months to 1 year in customer support or help desk, with fluency in Hindi and Gujarati.

Qualifications

• 6 months to 1 year of experience in Customer Support, Telecalling, Back Office, Help Desk, or Service Desk roles.
• Fluent in Gujarati and Hindi – speaking is mandatory.
• Good written English skills to clearly document customer issues.
• Good verbal communication and active listening skills.
• Comfortable speaking with mechanics, retailers, field staff, and non-technical users.
• Strong follow-up skills and ability to manage multiple open issues.
• Basic computer knowledge with MS Excel/Google Sheets and Email.

Responsibilities

• Monitor customer and field WhatsApp groups and identify queries/issues.
• Contact users by phone to understand concerns and collect required information.
• Create clear and accurate support tickets with complete details.
• Acknowledge reported issues and confirm with the user.
• Coordinate with Technology, Quality, Rewards, Finance, HR, and other internal teams for resolution.
• Regularly follow up on open tickets and ensure timely closure.
• Communicate resolution to the user and ensure proper closure.
• Maintain records of tickets, follow-ups, pending issues, and resolutions.
• Prepare and share weekly reports/summary of common queries, pending issues, and resolutions.
• Escalate critical or recurring issues to the appropriate team.

Skills

Customer Support

Help Desk

Telecalling

Ticket Management

Issue Resolution

Follow-up

WhatsApp Support

Excel

Google Sheets

Email

Hindi

English

Tools

Ticketing Tool

Job description

T7E Aftermarket Connect Pvt Ltd is seeking a Help Desk Executive to monitor WhatsApp groups, capture user queries, and manage support tickets across internal teams. You will follow up on open issues, document resolutions, and share weekly summaries.

Strong written English and clear communication are essential, along with basic Excel/Sheets skills. The role requires 6 months to 1 year in customer support or help desk, with fluency in Hindi and Gujarati.