What are the responsibilities and job description for the Ticket Coordinator position at Independent Software, Inc.?
What you will be doing!
As a Ticket Coordinator, you will manage dedicated ticket queues by prioritizing tasks and assigning technical resources to resolve end-user issues, all while ensuring high-quality service.
Responsibilities
As a Ticket Coordinator, you will manage dedicated ticket queues by prioritizing tasks and assigning technical resources to resolve end-user issues, all while ensuring high-quality service.
Responsibilities
- Monitor dedicated queues and assign tickets to the appropriate resources for troubleshooting and resolution.
- Ensure that Service Level Agreements (SLAs) are maintained by monitoring ticket queues effectively.
- Redirect tickets that fall outside of scope to the Service Desk or other teams as needed.
- Ensure that associated tickets are linked to the parent ticket, and perform appropriate follow-ups once the incident is resolved.
- A minimum of 1 year of experience in a customer-focused role, such as office administration or project management.
- Ability to multitask, communicate effectively, and manage a high-stress environment.
- Must possess an active TS/SCI with Full Scope Polygraph security clearance to be considered for this role
- Note:** This position is contingent on funding availability.
