Intern - Ticket Command Center

About us

WeWork is a global platform for creators, providing hundreds of thousands of members around the world with space, community and services that enable them to do what they love and create their life’s work. 

WeWork India, is run by the Indian real estate conglomerate, Embassy Group and commenced operations in 2017. Currently, it has over 62,000 members and 43 locations and six cities in India - Bengaluru, Mumbai, Gurugram, Noida, Hyderabad, and Pune. Its portfolio comprises small and medium enterprises, start-ups, large businesses, freelancers, etc. Our mission is empowering tomorrow’s world of work. 

Flexibility is paramount in today’s workforce and the WeWork India team is laser-focused on fuelling growth opportunities and fortifying its position as the leading flexible workspace brand with customisable and innovative solutions for all businesses. In October, WeWork India made its first investment in Bengaluru-based conferencing and collaboration platform, Zoapi. Founded in 2019, Zoapi is a unified conferencing and collaboration solution provider for enterprise companies, coworking spaces, and education centres.

WeWork India’s latest brand campaign ‘Great Inspires Great’, showcases the breadth of products at WeWork India which makes it the ideal end-to-end workspace solutions provider in a hybrid and flexible world. WeWork’s products include digital offerings like On-demand, All Access, Managed Office by WeWork, and its space as a service portfolio consisting of private offices, custom build offices, and conference rooms, among others.

WeWork India is the country’s leading flexible workspace provider that offers a personalised experience to different types of professionals with varied needs through its innovative and customised offerings. WeWork India is home to a community of diverse set of people – from innovators to visionaries to dreamers and go-getters, making it a space where people meet and inspire each other to achieve greater heights of success. You can learn more about our team and organisation here. Read more about our culture code to understand how we do things.

About the Role :

This role involves daily stand-up meetings to discuss priorities, reviewing tickets from the previous day, conducting building walkthroughs with the Community Management team to inspect infrastructure and create tickets for any issues found.

Key duties are managing tickets by reviewing new submissions, assigning or escalating them appropriately, and ensuring they have all necessary information for resolution. Effective communication with stakeholders is crucial to gather additional information and provide status updates, ensuring transparency and a high member experience. 

Monitoring SLA compliance, following up on escalated tickets, and sending professional responses to resolved tickets are essential tasks. Additionally, the role involves organizing ticket data for monthly reports, participating in discussions to improve processes and service quality, and reviewing tickets before 6 pm to update the team on high-priority issues needing attention post 6 pm or during weekends.

Roles and Responsibilities :

• Ticket Management: Assist in handling and responding to tickets, ensuring high-quality and timely responses

• Exceptional Member Experience: Focus on delivering outstanding service and experiences to members

• Written Communication: Utilize excellent written English skills to communicate effectively and professionally through support requests

• Hospitality Knowledge: Apply hospitality principles to enhance member satisfaction and service quality

• Backend Support: Perform backend tasks to ensure a seamless ticket resolution experience

• Report Generation: Assist team members in generating and compiling monthly reports

• Collaboration: Work closely with other teams to resolve queries and close tickets efficiently

• Technologically inclined: Can work well with technology and systems

Experience and Requirements :

• Strong proficiency in written English

• Inclined towards working with Technology

• Needs to have a member focussed outlook

• Ability to deliver exceptional member experience

• Detail-oriented with strong organizational skills

• Excellent communication and interpersonal skills

• Ability to work collaboratively in a team environment

• Familiarity with WeWork’s competencies and service standards

• Role is physical on site

• Requires moving between different locations when needed

• Contract with possibility of extension

Note : Based on your performance and the demonstrated need for this role, there is potential for conversion.

Equal Opportunity Employer

WeWork India is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that  you’ll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.

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Last updated on Oct 30, 2024