Ticket Queue Project Coordinator

Ticket Project Coordinator

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.

The Ticket Project Coordinator at Idea Tek is an organized, analytical, and proactive individual who bridges the gap between queue operations, process optimization, and service excellence. In this role, you will act as the operational project lead for our customer ticketing system. Beyond initial triage and priority assignment, you will drive process improvement initiatives, analyze performance metrics, and optimize daily workflows to ensure our team hits stringent SLAs and delivers top-tier customer satisfaction.

If you thrive in fast-paced environments, love turning data into actionable process improvements, and take pride in transforming chaotic queues into streamlined workflows, this role is for you.

This role may be remote or hybrid with occasional travel to Buhler as needed to meet business needs.

Key responsibilities include:

• Oversee incoming tickets across all channels (Email, Chat, Social, Portal). Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.
• Monitor First Response Time (FRT), Time to Resolution (TTR), and strict ticket SLAs. Execute auditing schedules to enforce a "No Ticket Left Behind" standard, identifying stalled tickets and unblocking bottlenecks.
• Conduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects to streamline ticket life cycles and increase operational efficiencies.
• Track key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.
• Fast-track high-priority/high-severity issues. Act as the project liaison between customer support and key stakeholders.
• Partner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows based on efficiency metrics.

To be considered for this role, you'll need the following required qualifications:

• 2+ years of experience in project coordination, queue management, process improvement, or customer operations.
• Demonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.
• Proven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.
• Exceptional organizational skills and the bandwidth to manage high-volume work streams without losing sight of details.

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

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• 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.

Idea Tek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At Idea Tek, we value our employees and foster a culture of collaboration, growth, and community involvement.

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