Ticket Operations Coordinator

Ideatek • Buhler, KS

1d

About The Position

IdeaTek is seeking an organized, analytical, and proactive Ticket Operations Coordinator to serve as the operational project lead for its customer ticketing system. The role connects queue operations, process optimization, and service excellence. The coordinator will oversee ticket triage and priority assignment, analyze performance metrics, improve daily workflows, and help the team meet service-level agreements while delivering strong customer satisfaction.

The position may be remote or hybrid, with occasional travel to Buhler as needed to meet business needs. The coordinator will work across customer support and other teams to manage ticket workflows, identify and address bottlenecks, and translate operational data into improvements to service and efficiency.

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.
• Ability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
• Exceptional organizational skills and the 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 communication between customers, support agents, and technical teams.
• Adaptability in a dynamic, fast-paced 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 the 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 remove bottlenecks, supporting a “No Ticket Left Behind” standard.
• Conduct root-cause and trend analyses of ticket volume, recurring operational friction, and system bottlenecks.
• Lead process-improvement projects to streamline ticket lifecycles and increase operational efficiency.
• Track KPIs, including CSAT, response rates, agent resolution rates, and queue health.
• Translate performance metrics into operational strategies that improve customer satisfaction.
• Fast-track high-priority and high-severity issues.
• Act as a 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.
• 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