Customer Service Support Queue Coordinator

A Day in the Life

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.

• Protecting Service Level Agreements (SLAs)
• Managing aging tickets
• Preventing critical customer inquiries from falling through the cracks

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

• 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).
• Maintain balanced loads by distributing incoming workloads evenly among available agents.
• 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.
• Track and report on metrics such as First Response Time (FRT) and Time to Resolution (TTR) to ensure compliance with SLAs.
• Review the backlog daily to identify stalled or near-SLA tickets and execute a "No Ticket Left Behind" policy.
• 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.
• 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.

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.

Desired Attributes

• A high attention to detail and a deep commitment to quality.
• A 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.
• A high aptitude for learning and a proactive approach to growing technical and workflow optimization skills.