Ticket Coordinator, Entry level

Independent Software•Columbia, MD

About The Position

At Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are properly prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support effective resource allocation, and help ensure established service levels and objectives are consistently met. This role requires strong organization, communication, and multitasking skills and the ability to work effectively in a fast-paced, high-stress environment.

Requirements

Minimum of one (1) year of experience in a customer-centric environment, such as an office administrative role, communications role, or project management environment
Strong organizational and multitasking skills
Ability to communicate clearly and professionally
Ability to prioritize work and manage multiple tasks simultaneously
Ability to work effectively in a high-stress, fast-paced environment
Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Responsibilities

Monitor dedicated ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution
Monitor ticket queues to ensure Service Level Agreements (SLAs) are maintained
Identify tickets that are outside the team's scope and route them to the Service Desk or appropriate support team
Ensure associated tickets are properly linked to the parent ticket
Perform appropriate follow-up after incidents are resolved
Ensure tickets are properly assigned based on technical support needs
Facilitate resource allocation based on workload and ticket volume
Manage multiple priorities while communicating clearly with technical teams and stakeholders