Ticket Coordinator, Level 0

Columbia, MD
Full Time
Queue Coordinator
Entry Level

What you will be doing!

As a Ticket Coordinator, you will be responsible for managing dedicated ticket queues, prioritizing tasks, and assigning them to technical resources to effectively resolve end-user issues. Your goal will be to consistently meet service levels and objectives.

Requirements:                                                    

  • Monitor dedicated ticket queues and assign tickets to the appropriate resources for troubleshooting and resolution.
  • Ensure that Service Level Agreements (SLAs) are maintained by regularly monitoring ticket queues.
  • Assign tickets outside of scope to the Service Desk or other relevant teams.
  • Ensure that related tickets are associated with the parent ticket and perform proper follow-up once the incident is resolved.
  • Facilitate appropriate ticket assignments and resource allocation based on workload demands.
  • Demonstrate the ability to multi-task, communicate clearly, and thrive in a high-stress environment.

Education and Experience:

  • Must have 1 year of experience in a customer-centric environment, such as an office administrative role or a communications/project management role.
  • High School diploma or equivalent.  

Clearance Required:   Must possess an active TS/SCI with Full Scope Polygraph security clearance to be considered for this role

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

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