Support Ticket Quality Analyst

Insight Global; Parma (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Insight Global is seeking a Support Ticket Quality Analyst for a hybrid role in Parma, Ohio. The candidate will review Zendesk tickets, verify accuracy and classification, and collaborate with care specialists, TSAs, PSAs, and knowledge owners to improve data quality and support processes.

The ideal candidate has 3+ years in ticket analysis, strong Zendesk experience, and solid root-cause analysis skills, with ITIL familiarity.

Qualifications

• 3+ years of experience in a role related to ticket review and analysis.
• Experience with Zendesk or a comparable IT service management platform.
• Strong understanding of incident, request, problem, and knowledge management practices, including root cause analysis.
• Excellent written communication, analytical reasoning, and attention to detail, with the ability to give constructive feedback across teams.

Responsibilities

• Audit ticket titles, categories, routing decisions, and resolution narratives.
• Review both new and solved tickets to verify accuracy and classification.
• Identify root causes and ensure evidence supports classifications.
• Provide feedback to ticket creators and teams on documentation quality and knowledge linkage.
• Track quality metrics and trends, including knowledge-base linkage and root cause validation results.

Skills

Ticket analysis

Zendesk

Root cause analysis

ITIL

Education Tech

Zendesk Explore

Analytical skills

Communication

Tools

Zendesk Explore

Job description

Job Description

Insight Global is seeking a Support Ticket Quality Analyst for one of our clients in the education management industry. This role will be a hybrid role, working three days a week onsite in Parma, OH.

We are looking for a detail-oriented individual to improve the accuracy, consistency, and usefulness of our client’s Zendesk service tickets. In this role, you will review both newly created and solved tickets to verify that they describe the issue accurately, follow established classification standards, and preserve reliable information for future support and analysis. You will work with Customer Care Specialists, Technical Support Analysts (TSAs), Product Support Analysts (PSAs), Level 3 teams, and knowledge-based owners to review ticket content, routing history, documented resolutions, and associated knowledge articles.

The ideal candidate combines strong analytical judgment with technical support experience, meticulous attention to detail, and the ability to distinguish a symptom, a workaround, and a verified root cause. Responsibilities include auditing ticket titles, categories, routing decisions, resolution narratives, and knowledge-based associations. A central objective is to ensure that root cause classifications are accurate, supported by available evidence, and useful for identifying recurring problems and driving corrective action.

Additional Responsibilities

• Prioritize the validation of root cause identification and categorization; distinguish observed symptoms, contributing factors, temporary workarounds, and evidence-supported underlying causes.
• Flag unsupported, ambiguous, or incorrectly classified root causes for review with the resolving team; use an established unknown or undetermined classification when a cause cannot be substantiated.
• Identify recurring root causes, repeat incidents, and systemic failure patterns from curated ticket data, and share findings with IT operations and problem-management stakeholders.
• Provide constructive, specific feedback to ticket creators and resolving teams on documentation quality, categorization, knowledge linkage, and root cause accuracy.
• Maintain ticket quality standards, review checklists, classification definitions, and audit results; recommend Zendesk field, form, workflow, or reporting improvements.
• Track quality metrics and trends, including title consistency, category accuracy, routing accuracy, resolution completeness, knowledge-base linkage, and root cause validation results.

Skills and Requirements

• 3+ years of experience in a role related to ticket review and analysis
• Experience with Zendesk or a comparable IT service management platform
• Strong understanding of incident, request, problem, and knowledge management practices, including appropriate root cause analysis methods.
• Excellent written communication, analytical reasoning, and attention to detail, with the ability to give constructive feedback across teams.
• Ability to identify trends, work with quality metrics, and recommend practical improvements to data quality and workflow standards.
• Experience with Zendesk Explore
• ITIL Certification or ITIL Best practices knowledge
• Experience working in Education Technology

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].