Workflow Queue Coordinator

Shifts:
Sun
- Thurs 2pm-10pm (MUST Train Mon
- Fri 7am-3pm)

• Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards
• Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time
• Track progress of assigned work, following up with technicians or teams to prevent SLA breaches
• Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency
• This position is mission essential, may include work on holidays when required

• HS or GED and 10 years of experience OR a bachelors and 5 years of experience
• Interpersonal communication abilities
• SupportIT

• Microsoft Office Suite

At Cyber Core, we believe in taking care of our employees both inside and outside the workplace. Our comprehensive benefits package includes:

• Health Insurance to ensure you and your family stay healthy and well.
• Dental and Vision Insurance for preventive and routine care.
• Basic Life Insurance and Disability Insurance to provide peace of mind for you and your loved ones.
• Paid Holidays and Paid Time Off (PTO) to help you relax, recharge, and enjoy life.
• Paid Parental Leave for new parents to focus on family.
• Tuition Reimbursement to support your professional growth and education.
• A 401(k) plan with a company match to help you plan for your future.

At Cyber Core, we are committed to fostering a supportive and enriching environment where you can thrive both personally and professionally.

The salary range for this role is $84,000 - $100,000. This range is a good faith estimate that reflects various experience levels. At Cyber Core, we consider multiple factors when determining compensation, including the specific role and its responsibilities, the candidate's professional experience, geographic location, education, and relevant skills. This range is not a guarantee of salary, as final compensation may also be influenced by contractual requirements and other considerations.

Equal Employment and Diversity

Cyber Core has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity. It is Cyber Core's policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law.

Cyber Core will not tolerate unlawful discrimination, and any such conduct is prohibited. Cyber Core is committed to ensuring that Cyber Core's workforce and volunteers reflect America's diverse population. Cyber Core knows that such diversity will enrich the company with the talent, energy, perspective, and inspiration we need to achieve our mission.