Ticket Ops & Quality Specialist (TS/SCI)

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

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.