Customer Support Executive

Position: Customer Support Executive

Location: Day / Rotational

Days and timings: 5 days a week

Location: Trinity, Bangalore

Role Overview:

Allied Worldwide is seeking a Customer Support Executive to serve as a coordination point between internal teams, partners, and IT engineers. The role focuses on request management, Communication, and operational support to ensure IT tasks and incidents are handled efficiently and within agreed SLAs.

Key Responsibilities:

• Serve as the primary coordination point for IT-related requests and activities.
• Communicate with IT engineers to assign, track, and follow up on tickets.
• Log, update, and manage incidents and service requests in ticketing systems.
• Monitor progress of IT tasks and ensure timely updates to stakeholders.
• Escalate issues to relevant IT engineers or teams based on priority and impact.
• Ensure SLA adherence and timely closure of tickets.
• Maintain clear documentation of interactions, actions taken, and resolutions.
• Provide regular status updates and reports as required.
• Support operational processes related to IT service delivery.

Required Skills & Qualifications:

• Excellent verbal and written communication skills in English.
• Strong coordination, follow-up, and stakeholder management skills.
• Basic understanding of IT service desk or support environments.
• Experience working with ticketing tools (Sysaid , Freshdesk, Zendesk, Jira, etc.).
• Ability to prioritise tasks and work under pressure.
• Willingness to work in rotational or night shifts if required.

Preferred Qualifications:

• Prior 1 – 2 years of experience in customer support, service coordination, or IT operations support.
• Exposure to working with IT engineers or technical teams.
• Basic knowledge of ITIL concepts and SLA management.
• Experience supporting global operations (UK/EU regions preferred).

What We Offer:

• Competitive salary and benefits.
• Comprehensive onboarding and process training.
• Opportunity to work in a global IT services environment.
• Career growth into IT operations, service delivery, or coordination roles.