Ticketing & Process Optimization Lead

Ideatek Telcom LLC; Wichita (KS); Hybrid; USD 52,000 - 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 involvement opportunities

Culture that values results

Job summary

IdeaTek seeks a Ticket Project Coordinator to manage the customer ticketing workflow, drive continuous improvement, and ensure service excellence. You will lead the operational aspects of the ticketing system and coordinate cross-functional teams to meet strict SLAs.

Ideal candidates bring 2+ years in project coordination, strong analytics, and experience with Zendesk, Freshdesk, or Salesforce Service Cloud. Hybrid work with occasional travel to Buhler is possible.

Qualifications

• 2+ years of experience in project coordination or queue management.
• Experience with enterprise-level ticketing systems (Zendesk/Freshdesk/Salesforce Service Cloud).
• Strong analytical skills and track record in CSAT/SLA metrics and ticket lifecycle management.
• Ability to lead process improvement projects and coordinate cross-functional teams.

Responsibilities

• Oversee incoming tickets across Email, Chat, Social, and Portal; classify and route to the correct teams.
• Monitor FRT, TTR, and SLAs; schedule audits to ensure no ticket is left behind.
• Conduct root-cause and trend analysis to identify bottlenecks and drive improvements.
• Track KPIs (CSAT, response rates, agent resolution, queue health) and translate into strategy.
• Fast-track high-priority issues and liaison between support and stakeholders.
• Collaborate with Support Operations to refine automated routing and ticketing workflows.

Skills

Project coordination

Analytical skills

Customer operations

Process improvement

Organizational skills

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

IdeaTek seeks a Ticket Project Coordinator to manage the customer ticketing workflow, drive continuous improvement, and ensure service excellence. You will lead the operational aspects of the ticketing system and coordinate cross-functional teams to meet strict SLAs.

Ideal candidates bring 2+ years in project coordination, strong analytics, and experience with Zendesk, Freshdesk, or Salesforce Service Cloud. Hybrid work with occasional travel to Buhler is possible.