Support Desk Associate

Role Purpose

Ticket Intake and Triage

• Act as the single point of intake for all inbound tickets, inquiries, and contacts.
• Log every contact immediately in the ticketing system and confirm receipt within the defined response time.
• Assess tickets against categorization, urgency, and impact criteria, flagging ambiguous or high-risk cases.
• Identify duplicate or related tickets and consolidate them before routing.

Routing and Follow-Up

• Route each ticket to the correct team or individual with complete context.
• Confirm that the receiving owner has picked up the ticket and reroute it immediately if necessary.
• Monitor open tickets through resolution and chase unowned or stalled tickets before they breach SLA.
• Close the loop with the original requester and inform the Team Leader of breach risks.

Documentation and Reporting

• Maintain accurate, structured records for every contact and follow the defined intake, triage, and routing workflow.
• Flag process gaps or repeat misroutes to the Operations Specialist and keep routing logic current.
• Track ticket volume, routing accuracy, and turnaround time.
• Identify recurring issue types and prepare structured summaries for stakeholders.

Internal Coordination

• Support Account Managers with operational follow-ups on open items.
• Ensure internal teams receive complete, structured information at first handoff.
• Maintain alignment between client expectations and internal delivery timelines.
• Escalate cross-team blockers that put service-level agreements at risk.

Required Qualifications

• At least two years of experience in a support, service desk, help desk, or ticket-triage role.
• Hands-on experience with a ticketing system such as Jira, Zoho, or a similar platform.
• Ability to manage high inbound volume against service-level agreements.
• Strong written communication, organization, process discipline, and attention to detail.

Preferred Qualifications

• Experience in iGaming, SaaS, or platform businesses is a plus.
• Exposure to CRM systems is a plus.
• Experience in fast-paced or international environments is a plus.

Behavioral and Technical Skills

• Remain calm and organized while handling multiple simultaneous inbound contacts.
• Take ownership of tickets until they are confirmed as picked up.
• Communicate clearly and professionally with clients and internal teams.
• Identify recurring issues and process gaps while balancing speed with accuracy.

Benefits and Company Context

• Nexus Solutions operates across six countries and is expanding its presence in Dubai.
• Benefits include premium medical insurance, performance-based bonuses, corporate benefits, team-building activities, and visa sponsorship.
• The company describes a collaborative scale-up environment focused on ownership, accountability, innovation, and growth.