TS/SCI Ticket Coordinator & SLA Lead

Iniscore-Technologies

Columbia (MD)

On-site

USD 50,000 - 70,000

Full time

2 days ago

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Job summary

Iniscore-Technologies seeks a Ticket Coordinator to manage dedicated ticket queues, prioritize work, and assign tickets to technical resources for resolution while meeting service levels. This role ensures tickets relate to parent incidents and proper follow-ups after resolution, with workload-based resource allocation.

The position requires 1 year of relevant experience in a customer-centric environment or in communications/project management, strong multitasking, clear communication, and the

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.
Active TS/SCI security clearance with a polygraph is required

Responsibilities

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

Communication

Multitasking

Stress management

Security clearance

Job description

The position requires 1 year of relevant experience in a customer-centric environment or in communications/project management, strong multitasking, clear communication, and the

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