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Job Description & How to Apply Below
Candidate should have fluent English Communication
Min 6 months experience in operations
Ready to work in rotational shifts rotational weekly off
Salary based on last drawn (MAX CTC 27000)
Job Location:
Thane
Travel boundaries:
Thane, Mulund, Bhandup, Airoli
Drop will be provided after 11.30PM
Interested candidates can share the updated CV on whatsapp or
Email to [HIDDEN TEXT]
Ticket Management
Duties will include, but are not limited to:
Oversee the Jira Service Desk ticketing system, ensuring that all incoming
requests and tasks are documented, categorized, and prioritized.
Act as the first point of contact for all operational tickets and help resolve issues.
If the SLA time has passed, escalate the ticket to the operations team for timely
resolution.
Work cross-functionally with departments (CRM, CS, VIP, Affiliate, Payment) to
handle internal requests related to website changes/improvements, translations,
internal tools, and process applications.
Process Implementation Support
Ensure that operational strategies are respected, along with processes from all
departments, across various platforms and tools.
Help departments with operational processes, assisting with internal tools like
CMS, back office platforms, aggregators, and any other tools in use by the
organization.
Escalation Management
Prioritize tasks based on urgency, and escalate more complex issues to
management or operation team, who will then escalate to relevant teams or
third-party as needed.
Facilitate communication between internal teams and external partners when
required to ensure timely resolution of issues.
Tool Support Training
Participate in the ongoing training related to different tools (back-office
platforms, CMS, CIO systems, etc.), and provide operational support to teams
when using these tools.
Be knowledgeable across various platforms to troubleshoot issues effectively
and guide teams in making necessary updates or improvements.
Cross-Departmental Collaboration
Coordinate with different teams to understand their requirements, and ensure
that operational requests are prioritized appropriately.
Maintain strong communication with teams such as CRM, CS, VIP, Affiliate, and
Payment to ensure smooth handling of requests.
Operational Reporting
Provide regular reports on ticket resolution status, operational issues, and other
relevant KPIs to management.
Monitor and improve the response time to ticket requests and ensure timely
closure of tickets.
Continuous Improvement
Identify opportunities for improving processes and operational workflows,
proposing solutions for greater efficiency.
Multitasking Prioritization
Manage and prioritize multiple requests from different departments, ensuring
that the most urgent and impactful tasks are addressed first.
Balance and coordinate support across departments, ensuring that operations
remain smooth and the goals of the company are met.
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