Support Desk Associate

Requirements

• 1. Ticket & Inquiry Intake
• Act as the single point of intake for all inbound tickets, inquiries, and contacts
• Log every contact in the ticketing system immediately, with accurate data.
• Confirm receipt to client or internal requester within the defined response time.
• Maintain full visibility of every open ticket across all intake channels.
• 2. Triage & Categorization
• Assess every ticket against the defined categorization framework.
• Apply set urgency and impact criteria consistently.
• Flag anything ambiguous or high-risk to the responsible stakeholder.
• Identify duplicate or related tickets and consolidate before routing.
• 3. Routing & Handoff
• Route each ticket to the correct team or individual.
• Attach full context so receiving teams can work efficiently and effectively.
• Confirm the ticket has been picked up by the receiving owner.
• Re-route immediately if a ticket lands with the wrong owner.
• 4. Follow-Up & Closure Tracking
• Monitor open tickets across all queues until confirmed resolution.
• Chase unowned or stalled tickets before they breach SLA.
• Close the loop with the original requester once resolved.
• Keep the Team Leader informed of anything at risk of breach.
• 5. Documentation & Process Adherence
• Maintain accurate, structured records in the ticketing system for every contact.
• Follow the defined intake, triage, and routing workflow without deviation.
• Flag process gaps or repeat misroutes to the Operations Specialist.
• Keep categorization and routing logic up to date as teams or ownership change.
• 6. Reporting & Pattern Recognition
• Track ticket volume, routing accuracy, and turnaround time.
• Identify recurring issue types that cause disproportionate volume.
• Flag process or resourcing gaps before they become client-facing problems.
• Prepare structured summaries for the relevant stakeholders..
• 7. Internal Coordination
• Support Account Managers with operational follow-ups on open items.
• Ensure internal teams receive complete, structured information on first handoff.
• Maintain alignment between client expectations and internal delivery timelines.
• Escalate cross-team blockers that put SLA at risk.
• Follows the defined triage and routing process without shortcuts.
• Stays calm and organized under multiple simultaneous inbound contacts.
• Takes ownership of a ticket until it is confirmed picked up.
• Communicates clearly and professionally with clients and internal teams.
• Proactively flags recurring issues or process gaps.
• Maintains structured, accurate records without being chased.
• Works collaboratively across Account Management and receiving teams.
• Balances speed with accuracy, is reliable and consistent.
• Required:
• 2+ years' experience in a support/service/help desk, or ticket triage role.
• Hands-on experience with a ticketing system (Jira, Zoho, or similar).
• Demonstrated ability to manage high inbound volume against SLA.
• Strong written communication skills.
• Highly organized, process-driven approach to work.
• Nice to Have:
• Experience in iGaming, SaaS, or platform businesses.
• Exposure to CRM systems.
• Experience in fast-paced or international environments.
• Ability to triage and categorize high volumes of inbound tickets accurately.
• Working knowledge of ticketing systems and structured logging.
• Strong prioritization skills under multiple competing demands.
• Clear written communication with technical and non-technical audiences.
• High attention to detail where nothing gets logged incorrectly or lost.
• Ability to spot patterns across ticket volume and flag them upward.
• Organized approach to managing multiple open queues at once.
• Ownership mindset where they feel accountable for every ticket.