Ticket Operations Coordinator

Ideatek Telcom LLC • Wichita, KS

9d

About The Position

IdeaTek is hiring an organized, analytical, and proactive Ticket Project Coordinator to lead operations for its customer ticketing system. The role bridges queue operations, process optimization, and customer service excellence. It goes beyond initial ticket triage and priority assignment to include performance analysis and process improvement, ensuring service-level agreements are met and customer satisfaction is supported.

The position may be remote or hybrid, with occasional travel to Buhler as needed for business needs. The role coordinates ticket workflows across customer support and other teams, monitors operational metrics, identifies bottlenecks, and improves ticketing platform processes. It is not eligible for visa sponsorship or relocation. Salary and benefits are commensurate with experience.

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.
• High attention to detail and commitment to quality.
• Strong sense of urgency and dedication to following through on tasks.
• Excellent verbal and written communication skills, including the ability to bridge customers, support agents, and technical teams.
• Adaptability in managing shifting priorities in a dynamic, fast-paced environment.
• 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, and portal channels; classify, prioritize, and route them to appropriate support tiers, field operations, engineering, or billing teams.
• Monitor First Response Time (FRT), Time to Resolution (TTR), and ticket SLAs.
• Execute ticket auditing schedules, identify stalled tickets, and unblock bottlenecks in support of a “No Ticket Left Behind” standard.
• Conduct root-cause and trend analysis 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 CSAT, response rates, agent resolution rates, and queue health, and translate metrics into operational strategy.
• Fast-track high-priority and high-severity issues and serve 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 company 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.
• A culture that values results, effort, and integrity.

What This Job Offers

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