Ticket Operations Coordinator

Ideatek Telcom LLC • Buhler, KS

2h

About The Position

IdeaTek is seeking an organized, analytical, and proactive Ticket Project Coordinator to serve as the operational project lead for its customer ticketing system. The role bridges queue operations, process optimization, and customer service, with responsibility for initial ticket triage and prioritization as well as improving workflows and service outcomes. The coordinator analyzes performance metrics and leads process improvement efforts to help the team meet service-level agreements and deliver strong customer satisfaction.

The role may be remote or hybrid, with occasional travel to Buhler as needed to meet business needs. The position works across support channels and teams, coordinating ticket routing, queue health, escalations, stakeholder communication, and ticketing-platform workflow improvements. 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.
• 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 work environment.
• Aptitude for learning and a proactive approach to developing technical and workflow-optimization skills.

Nice To Haves

• Experience within 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 the appropriate support tiers, field operations, engineering, or billing teams.
• Monitor First Response Time (FRT), Time to Resolution (TTR), and ticket SLAs; execute auditing schedules, identify stalled tickets, and unblock bottlenecks.
• 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.
• Act as project liaison between customer support and key stakeholders.
• Partner with Support Operations to refine automated routing, macros, trigger systems, and ticketing-platform workflows based on 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
• Career Level: Mid Level
• Education Level: No Education Listed