Customer Care Representative (Ticketing System Specialist)

2-3 Years of Experience

We are currently seeking a detail-oriented and customer-focused individual to join our team as a Customer Care Representative specializing in our ticketing system. In this role, you will be responsible for efficiently managing customer inquiries, requests, and issues submitted through our application-based ticketing system.

  • Create tickets on the ticketing system for issues originating outside the ticketing system like phone calls, emails, or other means of issue reporting from the client side 
  • Act as the primary point of contact for customers submitting inquiries, requests, and issues through our application-based ticketing system. 
  • Monitor incoming tickets and prioritize them based on urgency, complexity, and service level agreements (SLAs) to ensure timely resolution and customer satisfaction. 
  • Implement a ticket management cycle by reviewing ticket details thoroughly to understand the nature of the issue, gather relevant information, and determine the appropriate course of action for resolution. 
  • Respond to customer tickets promptly and professionally, providing clear and concise communication regarding status updates, troubleshooting steps, and resolution timelines. 
  • Collaborate closely with internal teams, including technical support, product development, and quality assurance, to investigate and resolve customer issues effectively. 
  • Proactively identify trends, recurring issues, and opportunities for process improvement within the ticketing system workflow and collaborate with relevant stakeholders to implement solutions. 
  • Provide guidance and assistance to customers on how to effectively use the ticketing system, including submitting tickets, tracking progress, and providing feedback. 
  • Stay informed about product updates, feature enhancements, and best practices related to the ticketing system, and communicate relevant information to customers as needed. 
  • Escalate complex or critical issues to management as necessary, ensuring that customer concerns are addressed with urgency and sensitivity. 
  • Document all interactions, troubleshooting steps, and resolutions accurately within the ticketing system, maintaining detailed records for future reference and analysis. 
  • Produce performance reports and address them to management. 

  • bachelor’s degree. 
  • (2-3 yrs) Previous experience in customer care, technical support, or help desk operations, with a focus on using ticketing systems to manage customer interactions. 
  • Proficiency in navigating and using application-based ticketing systems, including creating, updating, and resolving tickets, as well as generating reports and analytics. 
  • Excellent written and verbal communication skills, with the ability to convey technical information clearly and understandably to customers of varying technical expertise. 
  • Strong problem-solving abilities and attention to detail, with a commitment to thoroughly investigating and resolving customer issues promptly. 
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment, while managing multiple priorities and deadlines effectively. 
  • Empathetic and patient demeanor, with a genuine desire to help customers and provide exceptional care experiences. 
  • Flexibility to adapt to changing business needs and customer demands, including occasional evening, weekend, or holiday shifts as required. 
  • Demonstrated ability to remain calm and composed under pressure, maintaining professionalism and customer focus in challenging situations. 
  • Commitment to upholding confidentiality, security, and ethical standards in handling sensitive customer information and ticket data. 

If you possess the necessary skills and qualifications to excel in this specialized customer service role, we invite you to apply and join our dedicated team. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development within our organization. 

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