Note: The job is a remote job and is open to candidates in USA. IdeaTek is hiring a Ticket Operations Coordinator to lead operations for its customer ticketing system. The role oversees ticket triage and SLA performance, analyzes service metrics, and leads workflow and process improvements to support customer satisfaction.
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
Skills
- 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
- 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
- This role is not eligible for Visa sponsorship
- Experience within a SaaS or Tech environment is a strong plus
- General knowledge of telecommunications services, including internet, wireless, and phone systems
Benefits
- Competitive pay + bonus potential
- Medical, dental, vision, and life insurance
- 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
- Culture that values results, effort, and integrity
- Remote or hybrid work with occasional travel to Buhler as needed to meet business needs
Company Overview