Customer Service Support Queue Coordinator at Ideatek Telcom LLC

Buhler, Kansas, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Triage, Queue Management, SLA Compliance, Helpdesk Software, Critical Thinking, Problem Solving, Customer Operations, Workload Distribution, Technical Support, Communication Skills, Organization, Data Reporting

Industry

Telecommunications

Description

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. We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service. A Day in the Life as a Customer Service Support Queue Coordinator A Customer Service Support Queue Coordinator at IdeaTek is an organized, proactive, and detail-oriented individual dedicated to keeping our customer support running smoothly. In this role, you will act as the "air traffic controller" of our customer support team. Rather than just answering tickets in order of arrival, your primary mission is to perform initial triage, prioritize tickets based on urgency, and assign issues to the correct teams and individuals. You will spend your day monitoring our queues. This role requires a passion for organization and critical thinking, as you will be directly responsible for protecting our Service Level Agreements (SLAs), managing aging tickets, and preventing critical customer inquiries from falling through the cracks. If you thrive in fast-paced environments, love bringing order to chaos, and take pride in maintaining an ultra-organized workspace, this role is for you. Location This role may be remote or hybrid with occasional travel to Buhler or Wichita as needed to meet business needs. What You'll Do Key responsibilities include: 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. What We're Looking For To be considered for this role, you'll need the following required qualifications: 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. What Will Help You Stand Out Experience within a SaaS or Tech environment is a strong plus. General knowledge of telecommunications services, including internet, wireless, and phone systems. Desired Attributes Beyond the qualifications, these attributes are what make someone a great fit for our team: High attention to detail and a deep commitment to quality. Strong sense of urgency and dedication to following through on all tasks. Excellent communication skills, both verbal and written, with the ability to act as a bridge between customers, support agents, and technical teams. Adaptability to manage shifting priorities in a dynamic, fast-paced work environment. High aptitude for learning and a proactive approach to growing technical and workflow optimization skills. Why Join IdeaTek? IdeaTek 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. A few of the key ways we strive to make employees feel valued include: Competitive pay + bonus potential Medical, dental, vision, life, and 401k with match Free coaching/counseling for employees & families Free internet service (if available in your area) or internet reimbursement Tuition reimbursement for personal and professional growth Community engagement opportunities Culture that values results, effort, and integrity Our Core Values We are Trustworthy – We build confidence through transparency, follow-through, and dependability. We count on Big Thinkers – We don’t just imagine the future—we create it with bold, actionable ideas. We have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more. We stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive. We foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities. We drive Innovation – We're always looking for ways to improve and redefine what’s possible. If you’re ready to make an impact and grow your career with IdeaTek, we’d love to hear from you. Apply today! This role is not eligible for Visa sponsorship. This role is not eligible for relocation. Salary and benefits commensurate with experience. Equal Opportunity Employer. This employer uses E-Verify.

Responsibilities

Act as the air traffic controller for customer support by triaging, prioritizing, and routing incoming tickets to the correct teams. Monitor queue health and track metrics like First Response Time and Time to Resolution to ensure SLA compliance.