Support Ticket Triage Specialist
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Job Summary
Managing a support queue of approximately 200 tickets, the remote Contract Support Ticket Triage Specialist will review, classify, and route incoming support tickets to the appropriate subject matter experts while ensuring timely responses and maintaining accurate records.
Key responsibilities
- Review and classify incoming tickets by product, issue type, and urgency
- Assign tickets to the right experts and track them against a three-day response window
- Follow up on tickets nearing the response deadline and escalate issues to the project manager as needed
Required qualifications
- Demonstrable experience with Zendesk, including views, tags, and reporting
- Strong organizational skills to manage a queue of around 200 items effectively
- Clear and concise written communication skills for interacting with contractors and stakeholders
- Ability to work within defined response windows and proactively raise flags for potential delays
- Reliable weekday availability to ensure consistent support
Complete Job Description
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