{"schemaVersion":"jobsearcher.job.v1","id":"ca93b7d4c79c2a7e0ec3e854","url":"https://jobsearcher.com/jobs/ca93b7d4c79c2a7e0ec3e854","canonicalUrl":"https://jobsearcher.com/jobs/ca93b7d4c79c2a7e0ec3e854","title":"Ticket Queue Project 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.\n\nWe offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service.\n\nA Day in the Life as a Ticket Project Coordinator\nThe Ticket Project Coordinator at IdeaTek 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.\n\nBeyond 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.\n\nLocation\n\nThis role may be remote or hybrid with occasional travel to Buhler as needed to meet business needs.\n\nWhat You'll Do\nKey responsibilities include:\n\nOversee incoming tickets across all channels (Email, Chat, Social, Portal). Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.\nMonitor 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.\nConduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects to streamline ticket lifecycles and increase operational efficiencies.\nTrack key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.\nFast-track high-priority/high-severity issues. Act as the project liaison between customer support and key stakeholders.\nPartner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows based on efficiency metrics.\n\nWhat We're Looking For\nTo be considered for this role, you'll need the following required qualifications:\n\n2+ years of experience in project coordination, queue management, process improvement, or customer operations.\nDemonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).\nStrong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.\nProven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.\nExceptional organizational skills and the bandwidth to manage high-volume workstreams without losing sight of details.\n\nWhat Will Help You Stand Out\n\nExperience within a SaaS or Tech environment is a strong plus.\nGeneral knowledge of telecommunications services, including internet, wireless, and phone systems.\n\nDesired Attributes\nBeyond the qualifications, these attributes are what make someone a great fit for our team:\n\nHigh attention to detail and a deep commitment to quality.\nStrong sense of urgency and dedication to following through on all tasks.\nExcellent communication skills, both verbal and written, with the ability to act as a bridge between customers, support agents, and technical teams.\nAdaptability to manage shifting priorities in a dynamic, fast-paced work environment.\nHigh aptitude for learning and a proactive approach to growing technical and workflow optimization skills.\n\nWhy Join IdeaTek?\n\nIdeaTek 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 IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.\n\nA few of the key ways we strive to make employees feel valued include:\n\nCompetitive pay + bonus potential\nMedical, dental, vision, life, and 401k with match\nFree coaching/counseling for employees & families\nFree internet service (if available in your area) or internet reimbursement\nTuition reimbursement for personal and professional growth\nCommunity engagement opportunities\nCulture that values results, effort, and integrity\n\nOur Core Values\n\nWe are Trustworthy – We build confidence through transparency, follow-through, and dependability.\nWe count on Big Thinkers – We don’t just imagine the future—we create it with bold, actionable ideas.\nWe have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.\nWe stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.\nWe foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.\nWe drive Innovation – We're always looking for ways to improve and redefine what’s possible.\n\nIf you’re ready to make an impact and grow your career with IdeaTek, we’d love to hear from you. Apply today!\n\nThis role is not eligible for Visa sponsorship.\n\nThis role is not eligible for relocation.\n\nSalary and benefits commensurate with experience.\n\nEqual Opportunity Employer.\n\nThis employer uses E-Verify.","company":"Ideatek Telcom","rawCompany":"ideatek telcom","city":"Marienthal","state":"KS","isRemote":false,"isActive":false,"createdAt":"2026-09-02T11:12:31.405Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"43-5032.00","title":"Dispatchers, Except Police, Fire, and Ambulance","slug":"dispatchers-except-police-fire-and-ambulance"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Ticket Queue Project 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.\n\nWe offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service.\n\nA Day in the Life as a Ticket Project Coordinator\nThe Ticket Project Coordinator at IdeaTek 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.\n\nBeyond 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.\n\nLocation\n\nThis role may be remote or hybrid with occasional travel to Buhler as needed to meet business needs.\n\nWhat You'll Do\nKey responsibilities include:\n\nOversee incoming tickets across all channels (Email, Chat, Social, Portal). Classify, prioritize, and route tickets to appropriate support tiers, field operations, engineering, or billing teams.\nMonitor 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.\nConduct root-cause and trend analysis on ticket volume, recurring operational friction, and system bottlenecks. Lead continuous process improvement projects to streamline ticket lifecycles and increase operational efficiencies.\nTrack key performance indicators (KPIs) including CSAT, response rates, agent resolution rates, and queue health. Translate metrics into operational strategy to elevate overall customer satisfaction.\nFast-track high-priority/high-severity issues. Act as the project liaison between customer support and key stakeholders.\nPartner with Support Operations to refine automated routing, macros, trigger systems, and ticketing platform workflows based on efficiency metrics.\n\nWhat We're Looking For\nTo be considered for this role, you'll need the following required qualifications:\n\n2+ years of experience in project coordination, queue management, process improvement, or customer operations.\nDemonstrated experience with enterprise-level ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).\nStrong analytical skills with hands-on experience tracking CSAT, SLA compliance, response rate metrics, and ticket lifecycle stages.\nProven capability to conduct trend analysis, identify systemic inefficiencies, and implement structured process improvements.\nExceptional organizational skills and the bandwidth to manage high-volume workstreams without losing sight of details.\n\nWhat Will Help You Stand Out\n\nExperience within a SaaS or Tech environment is a strong plus.\nGeneral knowledge of telecommunications services, including internet, wireless, and phone systems.\n\nDesired Attributes\nBeyond the qualifications, these attributes are what make someone a great fit for our team:\n\nHigh attention to detail and a deep commitment to quality.\nStrong sense of urgency and dedication to following through on all tasks.\nExcellent communication skills, both verbal and written, with the ability to act as a bridge between customers, support agents, and technical teams.\nAdaptability to manage shifting priorities in a dynamic, fast-paced work environment.\nHigh aptitude for learning and a proactive approach to growing technical and workflow optimization skills.\n\nWhy Join IdeaTek?\n\nIdeaTek 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 IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.\n\nA few of the key ways we strive to make employees feel valued include:\n\nCompetitive pay + bonus potential\nMedical, dental, vision, life, and 401k with match\nFree coaching/counseling for employees & families\nFree internet service (if available in your area) or internet reimbursement\nTuition reimbursement for personal and professional growth\nCommunity engagement opportunities\nCulture that values results, effort, and integrity\n\nOur Core Values\n\nWe are Trustworthy – We build confidence through transparency, follow-through, and dependability.\nWe count on Big Thinkers – We don’t just imagine the future—we create it with bold, actionable ideas.\nWe have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.\nWe stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.\nWe foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.\nWe drive Innovation – We're always looking for ways to improve and redefine what’s possible.\n\nIf you’re ready to make an impact and grow your career with IdeaTek, we’d love to hear from you. Apply today!\n\nThis role is not eligible for Visa sponsorship.\n\nThis role is not eligible for relocation.\n\nSalary and benefits commensurate with experience.\n\nEqual Opportunity Employer.\n\nThis employer uses E-Verify.","datePosted":"2026-09-02T11:12:31.405Z","dateModified":"2026-09-02T11:12:31.405Z","hiringOrganization":{"@type":"Organization","name":"Ideatek Telcom","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Marienthal","addressRegion":"KS","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ca93b7d4c79c2a7e0ec3e854"},"url":"https://jobsearcher.com/jobs/ca93b7d4c79c2a7e0ec3e854"}}