Ticket Coordinator

FLASH Technology Group; Columbia (MD); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

401k match

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Identity Theft Protection

Tuition Reimbursement

Paid Time Off

Referral bonuses

Job summary

Flash Technology Group in Columbia, MD is seeking a Ticket Coordinator/Quality Specialist to manage dedicated ticket queues, prioritize work for technical resources, and ensure SLAs are met while maintaining service quality.

The role requires at least 1 year in a customer-centric or project-management environment, the ability to multi-task under pressure, and clear communication. The position offers competitive compensation and a comprehensive benefits package.

Qualifications

• Must have 1 year of experience in a customer-centric environment such as an office administrative role or within a communications/project management role.
• Must be able to multitask, communicate clearly and handle a high stress environment.

Responsibilities

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

Skills

Customer service experience

Multitasking

Clear communication

Job description

Ticket Coordinator/Quality Specialist needed in Columbia, MD!

TS/SCI with active polygraph required!

Are you ready to make a meaningful impact with a company that values your technical ambition?

Join us and experience a company where your contributions truly make a difference!

Responsibilities Include:

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

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 mult-task, communicate clearly and handle a high stress environment.

Approximate Salary Range: $51,800 - $66,400

A variety of factors impact the final salary offered, including, but not limited to, geographic location, contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

Benefits:

• 401(k) with 6% company match - VESTS IMMEDIATELY
• Medical Insurance (with HSA and HRA options)
• Dental and Vision Insurance
• Life and Disability Insurance
• Complimentary Identity Theft Protection
• Tuition/Certification Reimbursement
• Paid Time Off
• Referral bonuses
• And more!

At Flash Technology Group, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well-being with premium healthcare, financial and family support, retirement planning, and ongoing learning. We’re committed to your growth and happiness!

Flash Technology Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other protected characteristic.