Queue Coordinator - Level 0

Stratum Networks; Annapolis (MD); On-site; USD 58,000 - 69,000; Full time

Job summary

An established industry player is seeking a Level 0 Ticket Coordinator to join their dynamic team. This role involves managing ticket queues, ensuring timely resolution of end-user concerns, and maintaining service levels. The ideal candidate will thrive in a fast-paced environment, showcasing strong communication and multitasking abilities. With a commitment to excellence in cybersecurity solutions, this company offers a supportive work culture and excellent benefits, including generous paid time off and immediate healthcare eligibility. If you are passionate about providing exceptional service and looking to grow your career, this opportunity is perfect for you.

Benefits

3 weeks paid vacation

11 paid holidays

Health care (single and family)

401(k) plan with employer match

Qualifications

• 1 year of experience in a customer-centric or project management role required.
• Ability to multi-task and communicate clearly in high-stress environments.

Responsibilities

• Manage dedicated ticket queues and assign tickets for resolution.
• Monitor SLAs and ensure proper follow-up on tickets.
• Facilitate resource allocation based on workload.

Skills

Customer Service Skills

Multi-tasking

Communication Skills

Project Management

Education

1 year experience in customer-centric environment

Job description

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions

company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Level 0 Ticket Coordinator who would support one of our clients located in theAnnapolis Junction, MD area.

CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.

Job Description:

Ticket Coordinator to perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

The job duties are as follows:

1. Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2. Monitoring dedicated queues to ensure SLAs are maintained.
3. Assigning the tickets which are out of scope to Service Desk/Other Teams.
4. Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
5. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload.

Salary: $58k - $69k depending on experience and contract.
Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays. Eligible for health care (single and family) immediately. 401(k) plan with employer match available.

Requirements:

Must have 1 year of experience in either a customer centric environment such as an office administrative role or within a communications/project management role.

Must be able to multi-task, communicate clearly and handle a high stress environment.

STRATUM NETWORKS OVERVIEW:

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions

company with expert knowledge of implementing secure infrastructure, providing security

integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite Networks.

As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visitwww.stratumnet.com.

Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.