What are the responsibilities and job description for the Queue Coordinator position at Independent Software?
What you will be doing!
As a Queue Coordinator Level 2, you will be part of a 24/7 Service Desk team. Your role involves managing dedicated ticket queues, prioritizing tasks, and assigning them to technical resources to resolve end-user issues while ensuring that service levels and objectives are met.
Requirements:
- Provide technical assistance and telephonic support for Remote Monitoring to Intel Customers.
- Document problems and ensure compliance with Service Level Agreement (SLA) requirements for calls answered and resolved.
- Offer technical support for Workflow Management services.
- Monitor and manage ticket workflows effectively.
- Review, assign, reconcile, and support the management of tickets throughout their lifecycle.
- Coordinate with IT service providers and communicate information regarding outages and recovery plans.
- Must be available to work Monday to Friday from 2:00 PM to 10:00 PM.
- High School diploma with 4 years of customer service experience, or
- A Bachelor's degree with 1 year of Help Desk experience.
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.
