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.
  

Benefits