Support Operations Executive

Company: iConsultera

Job Summary:
We're looking for a proactive, detail-oriented Support Operations Executive to manage and streamline customer or internal support operations in a remote environment. The ideal candidate will coordinate support workflows, monitor service performance, resolve operational issues, and ensure a seamless support experience while maintaining service quality standards.
Key Responsibilities:
* Manage daily support operations and ensure smooth workflow execution
* Monitor, prioritize, and track support tickets to ensure timely resolution within SLAs
* Coordinate with customer support, technical teams, and internal departments to resolve issues
* Maintain accurate records of support cases, escalations, and resolutions
* Prepare reports and dashboards to track operational performance and support metrics
* Identify operational bottlenecks and recommend process improvements
* Assist in onboarding and training support team members on processes and tools
* Handle escalations and ensure prompt issue resolution
* Support documentation of SOPs, workflows, and support procedures
* Ensure adherence to company policies, quality standards, and customer service guidelines
Required Skills & Qualifications:
* Bachelor’s degree in Business Administration, Operations, IT, or related field
* 1–4 years of experience in support operations, customer support, technical support, or operations roles
* Strong communication and coordination skills
* Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, Jira Service Management, Salesforce, HubSpot, etc.)
* Proficiency in Microsoft Excel, Google Sheets, and reporting tools
* Strong organizational and multitasking abilities
* Problem-solving mindset with attention to detail
* Ability to work independently in a remote setup
Preferred Qualifications:
* Experience in SaaS, IT services, e-commerce, fintech, or BPO environments
* Familiarity with SLA management, KPI tracking, and workflow optimization
* Basic understanding of technical troubleshooting and customer operations
* Experience working with global or distributed teams
* Knowledge of process improvement methodologies

apply