Remote Ticket Operations Lead | SLA & Process Optimizer

Ideatek; Buhler (KS); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive pay + bonus potential

Medical, dental, vision, life, and 401

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Job summary

IdeaTek is a cutting‑edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a small-town team of Kansans who care deeply about our customers and local life.

As Ticket Project Coordinator, you’ll lead the operational projects for our customer ticketing system and drive service excellence. You will analyze performance, improve workflows, and ensure SLAs are met while partnering with support operations to refine routing and automation.

Qualifications

• 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
• Experience with enterprise-ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills and experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
• Proven capability to conduct trend analysis and implement structured process improvements.
• Excellent organizational skills and attention to detail.

Responsibilities

• Oversee tickets across channels and route to appropriate teams.
• Monitor FRT, TTR, and SLAs; audit schedules to enforce No Ticket Left Behind.
• Conduct root-cause and trend analysis on ticket volume and bottlenecks.
• Lead process-improvement projects to streamline ticket lifecycles.
• Track KPIs like CSAT and queue health and translate metrics into strategy.
• Fast-track high-priority issues and act as liaison between support and stakeholders.
• Partner with Support Operations to refine routing and platform workflows.

Skills

Analytical skills

Organizational skills

Communication skills

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek is a cutting‑edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a small-town team of Kansans who care deeply about our customers and local life.

As Ticket Project Coordinator, you’ll lead the operational projects for our customer ticketing system and drive service excellence. You will analyze performance, improve workflows, and ensure SLAs are met while partnering with support operations to refine routing and automation.