Ticket Operations Coordinator

Ideatek • Wichita, KS

9d

About The Position

IdeaTek is seeking an organized, analytical, and proactive Ticket Operations Coordinator to bridge queue operations, process optimization, and customer service. The role serves as the operational project lead for the customer ticketing system, overseeing initial triage and priority assignment while driving process improvements, analyzing performance metrics, and optimizing workflows to meet service-level agreements and support customer satisfaction.

The position may be remote or hybrid, with occasional travel to Buhler as needed to meet business needs. The coordinator works across customer support and other stakeholder teams to improve ticket lifecycles and operational efficiency. The role is not eligible for visa sponsorship or relocation.

Requirements

• At least 2 years of experience in project coordination, queue management, process improvement, or customer operations.
• Demonstrated experience with enterprise-level ticketing systems such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Strong analytical skills and hands-on experience tracking CSAT, SLA compliance, response-rate metrics, and ticket lifecycle stages.
• Proven ability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
• Exceptional organizational skills and ability to manage high-volume workstreams while maintaining attention to detail.
• Strong verbal and written communication skills, with the ability to bridge customers, support agents, and technical teams.
• High attention to detail and commitment to quality.
• Sense of urgency and dedication to following through on tasks.
• Adaptability in a dynamic, fast-paced work environment with shifting priorities.
• Aptitude for learning and a proactive approach to developing technical and workflow optimization skills.

Nice To Haves

• Experience in a SaaS or technology environment.
• General knowledge of telecommunications services, including internet, wireless, and phone systems.

Responsibilities

• Oversee incoming tickets across email, chat, social media, and portal channels.
• Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.
• Monitor First Response Time (FRT), Time to Resolution (TTR), and ticket service-level agreements.
• Execute ticket audits to identify stalled tickets and unblock bottlenecks, maintaining a “No Ticket Left Behind” standard.
• Conduct root-cause and trend analyses of ticket volume, recurring operational friction, and system bottlenecks.
• Lead continuous process improvement projects to streamline ticket lifecycles and increase operational efficiency.
• Track KPIs including customer satisfaction (CSAT), response rates, agent resolution rates, and queue health.
• Translate performance metrics into operational strategies to improve customer satisfaction.
• Fast-track high-priority and high-severity issues.
• Act as the project liaison between customer support and key stakeholders.
• Partner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows using efficiency metrics.

Benefits

• Competitive pay with bonus potential.
• Medical, dental, vision, and life insurance.
• 401(k) with employer match.
• Free coaching and counseling for employees and families.
• Free internet service, if available in the employee’s area, or internet reimbursement.
• Tuition reimbursement for personal and professional growth.
• Community engagement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed