Helpdesk & Ticket Agent

About the role

We're hiring a Helpdesk & Ticket Agent to triage, tag, and resolve tickets inside a helpdesk platform. You'll keep the queue moving, make sure nothing falls through the cracks, and hand off anything technical to the right tier.

Responsibilities

• —Triage new tickets and assign priority and category
• —Resolve straightforward issues directly using documented processes
• —Keep customers updated at every step of a ticket's lifecycle
• —Escalate technical issues to the appropriate tier
• —Track ticket trends and flag recurring problems
• —Maintain SLAs for first response and resolution time

What you'll need

• —Strong organizational skills and follow-through
• —Basic troubleshooting instincts
• —Comfort following documented processes and macros
• —Clear written communication

Nice to have

• —Experience with helpdesk platforms (Zendesk, Freshdesk, Jira Service Management)
• —Prior experience in a ticket-based support role