Workplace Support Ticket Specialist
Core
End-to-end management of high-volume employee support tickets across global regions (AMER, EMEA, APAC) with a focus on root cause analysis and documentation.
Role type
Senior IC Workplace Support Ticket Specialist
Builds
Operational support resolutions for global employee base
Domain
Corporate Real Estate / Workplace Operations
Required skills
Critical thinking, Root cause analysis, Case lifecycle management, Knowledge repository utilization, Cross-regional collaboration, SLA adherence, Written communication, Prioritization, Ticketing systems proficiency, Documentation quality
Preferred skills
Global Workplace Support experience, External vendor coordination, AI-assisted support tools
Technologies
Ticketing platforms, Case management systems, Knowledge management tools
Responsibilities
Own complete lifecycle of support requests from intake to resolution, Evaluate information and determine escalation paths, Create comprehensive case documentation for downstream teams, Partner with resolver teams across multiple regions, Investigate issues using internal playbooks and business systems
Seniority
Senior, hands-on IC
