Ticket Queue Project Coordinator
About The Position
The Ticket Project Coordinator at IdeaTek is an organized, analytical, and proactive individual who bridges the gap between queue operations, process optimization, and service excellence. In this role, you will act as the operational project lead for our customer ticketing system. Beyond initial triage and priority assignment, you will drive process improvement initiatives, analyze performance metrics, and optimize daily workflows to ensure our team hits stringent SLAs and delivers top-tier customer satisfaction. If you thrive in fast-paced environments, love turning data into actionable process improvements, and take pride in transforming chaotic queues into streamlined workflows, this role is for you.
Requirements
- 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
- Demonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- Strong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
- Proven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
- Exceptional organizational skills and the bandwidth to manage high-volume workstreams without losing sight of details.
Nice To Haves
- Experience within a SaaS or Tech environment is a strong plus.
- General knowledge of telecommunications services, including internet, wireless, and phone systems.
- High attention to detail and a deep commitment to quality.
- Strong sense of urgency and dedication to following through on all tasks.
- Excellent communication skills, both verbal and written, with the ability to act as a bridge between customers, support agents, and technical teams.
- Adaptability to manage shifting priorities in a dynamic, fast-paced work environment.
- High aptitude for learning and a proactive approach to growing technical and workflow optimization skills.
Responsibilities
- Oversee incoming tickets across all channels (Email, Chat, Social, Portal). 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 strict ticket SLAs. Execute auditing schedules to enforce a "No Ticket Left Behind" standard, identifying stalled tickets and unblocking bottlenecks.
- Conduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects to streamline ticket lifecycles and increase operational efficiencies.
- Track key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.
- Fast-track high-priority/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 based on efficiency metrics.
Benefits
- Competitive pay + bonus potential
- Medical, dental, vision, life, and 401k with match
- Free coaching/counseling for employees & families
- Free internet service (if available in your area) or internet reimbursement
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
