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About Us
We are a dynamic Outsourcing company committed to excellence and innovation. We are looking for a highly capable Ticket Resolution Specialist to join our team.
The Role
As a Ticket Resolution Specialist is responsible for managing and resolving customer issues and inquiries submitted through ticketing systems. Your primary objective will be to address tickets promptly, provide accurate solutions, and ensure customer satisfaction through effective communication and problem-solving. This role requires strong technical skills, attention to detail, and a commitment to delivering timely and high-quality support.
Key Responsibilities
- Ticket Management: Monitor incoming tickets from customers through various channels, including email, web portals, and help desk platforms
- Issue Identification: Review and analyze ticket details to understand the nature of the problem or inquiry and determine the appropriate course of action
- Troubleshooting: Investigate reported issues, diagnose root causes, and provide clear and concise instructions or solutions to resolve problems effectively
- Communication: Communicate with customers professionally and empathetically, keeping them informed of the status of their tickets, updates, and resolutions
- Escalation: Escalate unresolved or complex issues to higher-level support teams or management according to established procedures, ensuring timely resolution and customer satisfaction
- Documentation: Document ticket details, troubleshooting steps, and resolutions accurately and comprehensively in the ticketing system for reference and future analysis
- Follow-Up: Follow up with customers to ensure that issues are resolved satisfactorily and gather feedback on the support experience.
- Quality Assurance: Adhere to service level agreements (SLAs) and quality standards for ticket resolution, striving to meet or exceed performance targets
- Continuous Improvement: Identify recurring issues or trends in tickets and collaborate with the appropriate teams to implement preventive measures or process improvements
Qualifications
- Strong technical aptitude and troubleshooting skills
- Previous experience in technical support or customer service roles, preferably in a ticketing environment
- Familiarity with ticketing systems and helpdesk software (e.g., Zendesk, Freshdesk, Jira Service Desk)
- Excellent written and verbal communication skills, with the ability to convey technical information clearly and effectively to non-technical users
- Ability to prioritize and manage multiple tickets simultaneously while maintaining attention to detail and accuracy
- Empathy, patience, and professionalism in dealing with customer inquiries and issues
- Strong problem-solving abilities and a proactive approach to resolving challenges
- Ability to work independently with minimal supervision and as part of a team
- Flexibility to adapt to changing priorities and work schedules as needed
What’s Next?
At Taskforge, we take privacy seriously. Every application is treated with the highest level of confidentiality, and we exclusively collaborate with organizations that can maintain these strict standards. Therefore, you can trust that your job search will be kept entirely confidential.
Upon receiving your application, we will securely maintain your records and include you in our pool of candidates.