SLA-Driven Ticket Routing Coordinator

CyberCore Technologies; Corridor North (MD); Presencial; USD 42.000 - 56.000; Jornada completa

Descripción de la vacante

CyberCore Technologies is seeking a help desk support coordinator to serve as the central contact for ticket routing and support via phone, chat, and email. You will validate tickets and monitor queues and SLAs to ensure timely responses.

The role includes prioritizing, escalating when needed, and collaborating with teams to improve ticket quality and workflows. Shifts include Sat-Sun 6am-6pm, Mon-Tue 7am-3pm, with training Mon-Fri 7am-3pm, and the position is mission essential and may involve

Responsabilidades

• Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards
• Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time
• Track progress of assigned work, following up with technicians or teams to prevent SLA breaches
• Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency
• This position is mission essential, may include work on holidays when required

Descripción del empleo

CyberCore Technologies is seeking a help desk support coordinator to serve as the central contact for ticket routing and support via phone, chat, and email. You will validate tickets and monitor queues and SLAs to ensure timely responses.

The role includes prioritizing, escalating when needed, and collaborating with teams to improve ticket quality and workflows. Shifts include Sat-Sun 6am-6pm, Mon-Tue 7am-3pm, with training Mon-Fri 7am-3pm, and the position is mission essential and may involve