Customer Service Support Queue Coordinator

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. The Customer Service Support Queue Coordinator will ensure smooth operations of the customer support team by prioritizing and routing incoming tickets, monitoring performance metrics, and maintaining high service levels.

Responsibilities:

• 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

Requirements:

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