Queue Coordinator - IT Support (TS/SCI w/ Poly)

Flash Technology Group; Annapolis (MD); Vor Ort; USD 87.000 - 98.000; Vollzeit

Benefits dieser Stelle

401(k) with 6% company match - VESTSIM

Medical Insurance with HSA and HRA

Dental and Vision Insurance

Life and Disability Insurance

Identity Theft Protection

Tuition/Certification Reimbursement

Paid Time Off

Referral bonuses

And more!

Zusammenfassung

FLASH Technology Group is seeking a proactive Queue Coordinator to support ticket routing, triage, and customer/technician communication. This role focuses on maintaining ticket quality and adherence to established workflows.

You will validate tickets, monitor queues, and escalate issues as needed, collaborating with teams to optimize response times and prevent SLA breaches. This position requires strong interpersonal skills and IT knowledge.

Qualifikationen

• High school diploma or equivalent with 10 years of experience, or a bachelor's degree with 5 years of experience.
• Strong interpersonal and IT support skills are required.

Aufgaben

• Serve as a central point of contact for ticket routing via telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate and compliant with documented standards.
• Monitor queues and SLAs, prioritizing and assigning tickets by urgency and remaining SLA time.
• Track progress of assigned work and follow up to prevent SLA breaches.
• Escalate complex or stalled tickets to higher-level support following defined paths.
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.

Kenntnisse

Interpersonal skills

IT support

Ausbildung

HS/GED + 10 years experience

BS + 5 years experience

Tools

MS Office Suite

Jobbeschreibung

FLASH Technology Group is seeking a proactive Queue Coordinator to support ticket routing, triage, and customer/technician communication. This role focuses on maintaining ticket quality and adherence to established workflows.

You will validate tickets, monitor queues, and escalate issues as needed, collaborating with teams to optimize response times and prevent SLA breaches. This position requires strong interpersonal skills and IT knowledge.