First Level Support

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Urgent Requirement in I Growh Services LLP for First Level Support In Thane Location

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

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 7900117773 or

Email to igs.recruiter@igrowhservices.com

Duties will include, but are not limited to:

Ticket Management:

● 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.

Pay: From ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person