5 Ticketing Platforms Jobs

Capital Numbers is looking for a highly motivated Sales Development Representative (SDR) / Business Development Representative (BDR) to join our growing demand generation team. The primary responsibility of this role is cold calling, outbound outreach, lead generation, and initial qualification of potential clients across the UK, Europe, APAC and USA markets. This is a phone-heavy role and requires exceptional communication skills in English , with a strong command of UK and US English accents and nuances. Candidates with prior experience in international cold calling, technical support, or outbound call centre environments are highly preferred. Key Responsibilities: Conduct outbound cold calls to prospective clients in the UK, Europe, APAC, and USA markets. Qualify leads through active conversations to assess their needs, challenges, and potential fit for Capital Numbers services. Generate a consistent pipeline of qualified leads for the sales team. Accurately maintain all records of calls, leads, and opportunities in CRM systems. Follow up on warm leads, nurture client relationships, and schedule discovery calls for the sales team. Consistently meet and exceed weekly/monthly targets for cold calls, lead qualification, and appointments. Collaborate closely with the sales and marketing teams to refine and optimize outreach strategies. Key Requirements: Education: B.Tech / M.Tech (any discipline) preferred. Experience: 12 years of relevant experience in international cold calling, client handling, or technical support. Proven success in outbound lead generation and cold calling. Exceptional verbal and written communication skills in English, with proficiency in UK and US English. Prior experience in international call centers (technical support or sales process) is highly preferred. Strong understanding of basic software terminologies and industry language. Comfortable working in a fast-paced, target-driven environment. Proficiency in CRM tools, ticketing platforms, and VoIP calling systems. Willingness to work night shifts aligned with Europe/UK/US time zones. Self-motivated, confident, and customer-centric with a strong sense of ownership. Show more Show less

The Service Desk Associate acts as the first line of support for technical issues and service requests, providing essential intake, triage, and routing services across multiple capability groups. You are responsible for capturing accurate issue details, ensuring timely routing to resolver teams, and executing defined Level 1 tasks based on SOPs. In addition, you play a critical part in maintaining service quality by monitoring SLA adherence and escalating potential breaches to team leaders. This position requires excellent communication skills, strong attention to detail, and a customer-focused mindset to help maintain a high standard of IT service delivery. Key Responsibilities: Ticket Triage and Routing: Review and triage all inbound tickets by collecting necessary issue details and assigning them to the appropriate resolver queues within the defined scope of services. Inbound Call Handling: Receive and process inbound support calls from users, ensuring accurate documentation and ticket creation based on the conversation and issue raised. Customer Escalation Management: Handle ticket escalations from customers in cases of service failures. Ensure that escalations are acknowledged and directed to the appropriate resolver groups in a timely manner. SLA Queue Monitoring: Continuously monitor SLA-based queues and proactively identify tickets that are approaching breach timelines. Notify team leads to enable timely resolution and SLA compliance. Execution of L1 SOP Tasks: Perform basic operational tasks as defined under Level 1 Standard Operating Procedures (SOPs) across various capability groups. These tasks may include routine system checks, report generation, or environment health verifications. Coordination with NOC Team: Although the responsibility of publishing service outage communication has transitioned to the NOC team, you must remain aligned with NOC during outages to ensure internal awareness and timely updates when needed. Job Requirements: Technical Skills: - Bachelor's degree (in IT would be preferred) - Experience range: 0 to 6 months of experience - Desirable working on Azure/AWS/M365 services - Desirable Qualifications: ITIL Foundation Level certified/Microsoft Azure fundamentals (AZ-900)/Microsoft 365 Fundamentals (MS-900) Skills & Competencies: - Strong written and verbal communication skills with a customer-first approach and professionalism under pressure - Ability to follow documented processes and SOPs with accuracy and consistency - High attention to detail, especially in documentation and data entry - Basic understanding of IT systems, ticketing platforms, and support processes - Proactive, organized, and capable of managing multiple tasks effectively in a fast-paced environment - Team-oriented mindset with a strong sense of accountability and reliability - Enthusiastic about working in a structured, process-driven support environment - Open to learning, continuous improvement, and contributing to a central knowledge base for process efficiency - Willingness to work rotational shifts, including weekends and holidays, to support 24x7 service operations Company description: Why SoftwareOne Looking for an internship or first job Starting your career is complicated, isn't it Not with us! You can become a new #swomie and enjoy the advantages we have prepared for new talents, as we want you to gain experience but also develop your career at a global company: - Intensive - and continuous training, the IT world is moving forward and we don't miss a thing! - Mentoring - You will have your own mentor to guide and help you. - Involvement - The best professionals ready to teach you as much as you want. At SoftwareOne, we offer you a Junior position in our Service Desk team. And the best part - we teach you everything you need to know through our SoftwareOne Academy!,

As an AI Success Manager at our fast-growing, tech-enabled outsourcing platform, you will be responsible for owning the end-to-end deployment of AI voice/chat agents. Your role will involve bridging the gap between clients, engineers, and internal teams to launch high-performing AI agents that enhance customer experience and business metrics. You will be leading discovery sessions to understand client goals, compliance needs, and success metrics. Designing and documenting AI agent blueprints, coordinating with product, engineering, and ops teams for configuration, testing, and launch, as well as integrating AI agents with CRMs, telephony, and data tools via APIs/webhooks are key responsibilities. Additionally, you will own UAT, feedback collection, and go-live sign-off, track KPIs like CSAT & containment, and continuously optimize agent performance. With at least 3 years of experience in AI implementation, including voice/chat agents and NLP platforms, you are expected to have strong experience in integrating with CRMs/ticketing platforms such as Zendesk and Freshdesk. Your comfort working with web tech and APIs, along with skills in project management, stakeholder communication, and risk mitigation, will be crucial. As a data-driven thinker with executive-level communication, you will not just implement but also continuously iterate and improve post go-live. In this role, you will have the opportunity to work at the forefront of AI and customer experience, collaborate with high-growth clients from various industries, and shape the future of voice & chat agent delivery. You will also be instrumental in driving MRR growth through smart upselling and will be part of a fast-paced, innovation-led culture where you will have real ownership.,

Key Responsibilities: Strategic Leadership: Develop and execute the overall customer support strategy aligned with business goals. Establish performance metrics (SLAs, CSAT, NPS) and monitor team performance. Drive initiatives to improve customer experience and reduce resolution times. Team Management & Development: Lead, mentor, and grow a high-performing support team across multiple channels (phone, email, chat, social media). Foster a customer-centric culture and promote continuous learning. Plan resource allocation and workforce management to meet demand. Process Optimization: Implement and refine support workflows, ticketing systems, and knowledge bases. Leverage data and analytics to identify trends, root causes, and areas for improvement. Collaborate with product, engineering, and sales teams to address recurring issues and feedback. Customer Engagement: Handle escalated customer issues and complex cases. Ensure proactive communication and timely resolution of customer inquiries. Build strong relationships with key customers and stakeholders. Technology & Tools: Evaluate and implement customer support technologies (CRM, ticketing platforms, AI chatbots). Ensure integration and effective use of support tools for enhanced productivity. Key Requirements: Education: Bachelor's degree in Business, Communications, IT, or related field. Experience: 8+ years in customer support or customer success roles, with at least 3 years in leadership positions. Experience managing multi-channel support teams and complex support operations. Skills: Strong leadership and people management skills. Excellent communication and problem-solving abilities. Proficiency with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.). Data-driven mindset with ability to analyze metrics and drive improvements.

Key Responsibilities: Handle inbound and outbound calls or chats from international customers Resolve customer concerns related to orders, accounts, payments, and services Maintain detailed and accurate records of interactions Ensure high customer satisfaction by following quality and compliance standards Coordinate with internal teams to escalate and close customer issues Meet individual performance metrics and KPIs Candidate Profile: Strong verbal and written English communication Undergraduate or graduate degree holders Experience in international customer service is a plus; freshers can apply Quick learner with good problem-solving skills Comfortable working in night or rotational shifts Immediate joiners preferred