Remote Ticket Operations Lead

Ideatek Telcom LLC; Buhler (KS); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential

Insurance package (medical/dental/eye/

401k with match

Internet reimbursement

Tuition reimbursement

Community involvement

Culture of integrity

Job summary

IdeaTek is seeking a Ticket Project Coordinator to serve as the operational lead for our customer ticketing system. You will bridge queue operations, process improvements, and service excellence to ensure we meet stringent SLAs and deliver top-tier customer satisfaction.

In this role, you will analyze performance metrics, drive continuous improvements, and collaborate with support operations to optimize routing and workflows. Remote or hybrid work with occasional travel to Buhler is possible.

Qualifications

• 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.

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

Project coordination

Queue management

Process improvement

Customer operations

Analytical mindset

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is seeking a Ticket Project Coordinator to serve as the operational lead for our customer ticketing system. You will bridge queue operations, process improvements, and service excellence to ensure we meet stringent SLAs and deliver top-tier customer satisfaction.

In this role, you will analyze performance metrics, drive continuous improvements, and collaborate with support operations to optimize routing and workflows. Remote or hybrid work with occasional travel to Buhler is possible.