What are the responsibilities and job description for the Ticket Coordinator, Level 0 position at Independent Software?
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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