Source description
About the role
As a First Level Support at I Growth Services LLP in Thane, your role involves supporting operational activities to ensure smooth functioning of the organization. Your key responsibilities will include: - Ticket Management: - Oversee the Jira Service Desk ticketing system, documenting, categorizing, and prioritizing all incoming requests and tasks. - Act as the first point of contact for operational tickets, helping to resolve issues promptly. - Escalate tickets to the operations team if SLA time has passed for timely resolution. - Collaborate with various departments (CRM, CS, VIP, Affiliate, Payment) to handle internal requests related to website changes, translations, and process applications. - Process Implementation & Support: - Ensure adherence to operational strategies and processes across departments, platforms, and tools. - Assist departments with operational processes, providing support with internal tools like CMS, back-office platforms, and aggregators. - Escalation Management: - Prioritize tasks based on urgency and escalate complex issues to management or the operations team as required. - Facilitate communication between internal teams and external partners for timely issue resolution. - Tool Support & Training: - Participate in training related to various tools and provide operational support to teams using these tools. - Troubleshoot issues effectively across platforms and guide teams in necessary updates or improvements. - Cross-Departmental Collaboration: - Coordinate with different teams to understand their requirements and prioritize operational requests appropriately. - Maintain strong communication with teams such as CRM, CS, VIP, Affiliate, and Payment for smooth request handling. - Operational Reporting: - Provide regular reports on ticket resolution status, operational issues, and other KPIs to management. - Monitor and improve response time to ticket requests, ensuring timely closure of tickets. - Continuous Improvement: - Identify opportunities for improving processes and workflows, proposing solutions for greater efficiency. - Multitasking & Prioritization: - Manage and prioritize multiple requests from different departments, addressing urgent and impactful tasks first. - Balance and coordinate support across departments to ensure smooth operations and meet company goals. If you meet the requirements of fluent English communication, minimum 6 months of operations experience, and readiness to work in rotational shifts, then please share your updated CV via WhatsApp or email as mentioned in the job description. As a First Level Support at I Growth Services LLP in Thane, your role involves supporting operational activities to ensure smooth functioning of the organization. Your key responsibilities will include: - Ticket Management: - Oversee the Jira Service Desk ticketing system, documenting, categorizing, and prioritizing all incoming requests and tasks. - Act as the first point of contact for operational tickets, helping to resolve issues promptly. - Escalate tickets to the operations team if SLA time has passed for timely resolution. - Collaborate with various departments (CRM, CS, VIP, Affiliate, Payment) to handle internal requests related to website changes, translations, and process applications. - Process Implementation & Support: - Ensure adherence to operational strategies and processes across departments, platforms, and tools. - Assist departments with operational processes, providing support with internal tools like CMS, back-office platforms, and aggregators. - Escalation Management: - Prioritize tasks based on urgency and escalate complex issues to management or the operations team as required. - Facilitate communication between internal teams and external partners for timely issue resolution. - Tool Support & Training: - Participate in training related to various tools and provide operational support to teams using these tools. - Troubleshoot issues effectively across platforms and guide teams in necessary updates or improvements. - Cross-Departmental Collaboration: - Coordinate with different teams to understand their requirements and prioritize operational requests appropriately. - Maintain strong communication with teams such as CRM, CS, VIP, Affiliate, and Payment for smooth request handling. - Operational Reporting: - Provide regular reports on ticket resolution status, operational issues, and other KPIs to management. - Monitor and improve response time to ticket requests, ensuring timely closure of tickets. - Continuous Improvement: - Identify opportunities for improving processes and workflows, proposing solutions for greater efficiency. - Multitasking & Prioritization: - Manage and prioritize multiple requests from different departments, addressing urgent and impactful tasks first. - Balance and coordinate supp