Support Desk Associate

We are a fast-growing and dynamic international company with European roots, and operations across six countries.
As we continue to grow, we are looking for an Executive Assistant to CEO to provide high-level support, manage key priorities, coordinate executive operations, and assist in driving initiatives.



Requirements

To ensure every inbound ticket, inquiry, or contact reaching Platform Account Management is captured, triaged, and routed to the correct owner on first pass, protecting response times and keeping the Account Management team focused on clients rather than administration.


KEY RESPONSIBILITIES

1. Ticket & Inquiry Intake

• Act as the single point of intake for all inbound tickets, inquiries, and contacts
  

• Log every contact in the ticketing system immediately, with accurate data.
  

• Confirm receipt to client or internal requester within the defined response time.
  

• Maintain full visibility of every open ticket across all intake channels.
  
  

2. Triage & Categorization

• Assess every ticket against the defined categorization framework.
  

• Apply set urgency and impact criteria consistently.
  

• Flag anything ambiguous or high-risk to the responsible stakeholder.
  

• Identify duplicate or related tickets and consolidate before routing.
  
  

3. Routing & Handoff

• Route each ticket to the correct team or individual.
  

• Attach full context so receiving teams can work efficiently and effectively.
  

• Confirm the ticket has been picked up by the receiving owner.
  

• Re-route immediately if a ticket lands with the wrong owner.
  
  

4. Follow-Up & Closure Tracking

• Monitor open tickets across all queues until confirmed resolution.
  

• Chase unowned or stalled tickets before they breach SLA.
  

• Close the loop with the original requester once resolved.
  

• Keep the Team Leader informed of anything at risk of breach.
  
  

5. Documentation & Process Adherence

• Maintain accurate, structured records in the ticketing system for every contact.
  

• Follow the defined intake, triage, and routing workflow without deviation.
  

• Flag process gaps or repeat misroutes to the Operations Specialist.
  

• Keep categorization and routing logic up to date as teams or ownership change.
  
  

6. Reporting & Pattern Recognition

• Track ticket volume, routing accuracy, and turnaround time.
  

• Identify recurring issue types that cause disproportionate volume.
  

• Flag process or resourcing gaps before they become client-facing problems.
  

• Prepare structured summaries for the relevant stakeholders..
  
  

7. Internal Coordination

• Support Account Managers with operational follow-ups on open items.
  

• Ensure internal teams receive complete, structured information on first handoff.
  

• Maintain alignment between client expectations and internal delivery timelines.
  

• Escalate cross-team blockers that put SLA at risk.
  
  
  

BEHAVORIAL EXPECTATIONS

• Follows the defined triage and routing process without shortcuts.
  

• Stays calm and organized under multiple simultaneous inbound contacts.
  

• Takes ownership of a ticket until it is confirmed picked up.
  

• Communicates clearly and professionally with clients and internal teams.
  

• Proactively flags recurring issues or process gaps.
  

• Maintains structured, accurate records without being chased.
  

• Works collaboratively across Account Management and receiving teams.
  

• Balances speed with accuracy, is reliable and consistent.
  
  

QUALIFICATION AND EXPERIENCE

Required:

• 2+ years' experience in a support/service/help desk, or ticket triage role.
  

• Hands-on experience with a ticketing system (Jira, Zoho, or similar).
  

• Demonstrated ability to manage high inbound volume against SLA.
  

• Strong written communication skills.
  

• Highly organized, process-driven approach to work.
  

Nice to Have:

• Experience in iGaming, SaaS, or platform businesses.
  

• Exposure to CRM systems.
  

• Experience in fast-paced or international environments.
  
  

TECHNICAL AND SOFT SKILLS

• Ability to triage and categorize high volumes of inbound tickets accurately.
  

• Working knowledge of ticketing systems and structured logging.
  

• Strong prioritization skills under multiple competing demands.
  

• Clear written communication with technical and non-technical audiences.
  

• High attention to detail where nothing gets logged incorrectly or lost.
  

• Ability to spot patterns across ticket volume and flag them upward.
  

• Organized approach to managing multiple open queues at once.
  

• Ownership mindset where they feel accountable for every ticket.
  
  
  
  

Benefits

Omnara Solutions LLC is part of a group of companies operating under the Nexus Solutions brand. At Nexus Solutions, we value each team member and believe in building high-performing teams within a collaborative, close-knit scale-up environment that encourages ownership, accountability, and long-term growth.

With European roots and operations across six countries, we have an established presence in Dubai and are now actively expanding our footprint in the region. As we grow, we are focused on strengthening our culture with people who are driven, commercially minded, and committed to building strong working relationships and a shared team spirit.

Our global team delivers a wide range of technology, operational, and consulting solutions to clients. In an increasingly complex and tightly regulated environment, our clients need more than just world-class technology, they need experienced partners who can guide them through regulatory, operational, and compliance challenges.

Why Join Us?
Make an Impact: Your work will directly contribute to our organizational growth and financial health.
Collaborate Globally: Work with dynamic teams across multiple countries
Innovative Environment: We value ideas and move fast to implement improvements
Great Culture: We work hard, support each other, and enjoy what we do.

What We Offer
Premium Medical Insurance: Your health and well-being are our priority.
Performance-Based Bonuses: Annual rewards based on your contribution and impact
Corporate Benefits: Including gifts for special occasions and team-building activities
Visa Sponsorship: Full visa support to ensure seamless work continuity.

At Nexus Solutions, we value our people and foster a culture of growth, collaboration, and innovation. By joining our team, you’ll be part of a company that appreciates your skills and empowers you to make a meaningful impact.