Technical Support Quality Coordinator
1 week ago
Position Overview:
The Quality Coordinator I at FLASH Technology Group plays a crucial role within a 24/7 Service Desk environment. This position involves managing dedicated ticket queues, prioritizing tasks, and assigning them to technical personnel to address end-user issues while ensuring that service levels and objectives are consistently achieved.
Key Responsibilities:
- Oversee dedicated ticket queues and allocate tickets to the appropriate technical resources for effective troubleshooting and resolution.
- Ensure that service level agreements (SLAs) are upheld by monitoring ticket queues.
- Direct tickets that fall outside the scope to the Service Desk or relevant teams.
- Maintain proper linkage between associated tickets and the parent ticket, ensuring follow-up is conducted post-resolution.
- Facilitate the correct assignment of tickets and manage resource allocation based on workload demands.
Qualifications:
Candidates should possess two (2) to four (4) years of experience in customer service, help desk operations, or within a network operations center. Familiarity with Linux or Windows administration is preferred. ITIL v3 Foundations certification is also desired.
Clearance Requirement:
Applicants must hold a TS/SCI with polygraph clearance.
Benefits:
- Certification and Tuition Reimbursement
- Generous Referral Bonus Program
- 6% 401K Match
- Comprehensive Benefits Package
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