Customer Service Support Queue Coordinator

Description We’re small‑town techies and Kansans at heart, committed to helping our communities thrive through fast, reliable internet. We didn’t start broadband to build a business—we built a business to bring broadband to Kansans. When you call us, you’ll reach a real, local person who cares.

We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service.

• Review all incoming tickets across multiple channels (Email, Chat, Socials, Portal, etc.) immediately upon arrival. Correctly classify tickets by issue type, product category, customer segment, and priority level. Efficiently route and assign tickets to the appropriate support tier, specialist, or department (e.g., Internet Support, Billing, Dispatch, Scheduling, Engineering).
• Monitor overall ticket volume and distribute incoming workloads evenly among available agents to maintain balanced loads. Identify sudden spikes in specific ticket types or system bottlenecks and alert Customer Service leadership. Ensure high‑value or highly urgent accounts receive immediate attention.
• Actively track First Response Time (FRT) and Time to Resolution (TTR) metrics to ensure compliance with our SLAs. Review the backlog daily to identify tickets that have stalled or are approaching their SLA limits. Execute a "No Ticket Left Behind" policy through daily audits so zero tickets slip through the cracks or sit unanswered. Chase down updates on pending, on‑hold, or unresolved tickets to keep the customer updated.
• Spot, tag, and fast‑track high‑priority/high‑severity issues, ensuring they are instantly escalated to leadership or specialized subject matter experts. Keep the wider support team and leadership updated on major ongoing incidents or volume trends.
• Provide weekly and monthly reports on queue health, average ticket age, common routing errors, and bottleneck trends. Partner with the Support Operations team to continuously refine automated routing rules, macros, and trigger systems in our ticketing platform.

• 2+ years of experience in a customer support, helpdesk, or customer operations environment.
• Proven experience working with enterprise‑level helpdesk software (e.g., Zendesk, Zoho Desk, Freshdesk, Salesforce Service Cloud).
• Exceptional organizational skills and the mental bandwidth to manage a high‑volume queue of 100+ active tickets without losing track of details.
• Deep understanding of support metrics such as CSAT, SLA, FRT, and ticket lifecycle stages.
• Strong critical‑thinking and problem‑solving skills to rapidly diagnose the core issue of a ticket based on limited customer details.

• Experience with in a SaaS or Tech environment is a strong plus.
• General knowledge of telecommunications services, including internet, wireless, and phone systems.

• High attention to detail and a deep commitment to quality.
• Strong sense of urgency and dedication to following through on all tasks.
• Excellent communication skills, both verbal and written, with the ability to act as a bridge between customers, support agents, and technical teams.
• Adaptability to manage shifting priorities in a dynamic, fast‑paced work environment.
• High aptitude for learning and a proactive approach to growing technical and workflow optimization skills.

• Competitive pay + bonus potential
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

• We are Trustworthy – We build confidence through transparency, follow‑through, and dependability.
• We count on Big Thinkers – We don’t just imagine the future—we create it with bold, actionable ideas.
• We have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.
• We stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.
• We foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.
• We drive Innovation – We’re always looking for ways to improve and redefine what’s possible.

If you’re ready to make an impact and grow your career with Idea Tek, we’d love to hear from you. Apply today!

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E‑Verify.