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Global brand, generalist ticket role, mid-level (4 years), and metro Hyderabad create high applicant competition.
Core service-desk skills transfer across industries but workplace/CRE nuances moderately limit portability.
Explicit four-year minimum and SLA, multi-regional experience raise filtering but no certifications required.
Own end-to-end management of high-volume workplace support tickets across global regions (AMER, EMEA, APAC) ensuring timely, accurate, and complete resolutions.
Perform critical analysis and root cause investigations using knowledge repositories, operational playbooks, and business systems to resolve or escalate complex employee support requests.
Maintain high-quality case documentation and collaborate cross-regionally to enable efficient issue resolution and improve operational performance.
Minimum 4 years experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments.
Experience with high-volume, SLA-driven support organizations in global or multi-regional environments.
Exceptional written and verbal English communication skills; additional language proficiency is a plus.
Location requirement: On-site in Hyderabad, Telangana, India. Scheduled weekly hours: 48.
Experienced operational problem solver comfortable managing complex, multi-stakeholder cases from intake to resolution across multiple systems simultaneously.
Strong critical thinker with sound judgment and ability to prioritize and escalate issues effectively under ambiguity.
Proficient with ticketing platforms, case management, knowledge management tools, and operational documentation with a bias for ownership and delivering excellent customer support.