Milestone Technologies, Inc.

Ticket Administrator

Job ID
2017-5548
# of Openings
2
Category
Support/Admin
Hire Type
Temporary Full-Time
Job Category
Logistics

Overview

The Ticket Admin's responsibility is to provide top-notch customer service to end-users, and to ensure smooth, efficient, and timely deployment of all hardware. This includes, but is not limited to:

  • Process all hardware requests submitted to Google Inventory/Tracking system (GUTS/CAMP).
  • Seek approval for hardware when needed, based on Google policies.
  • Keep customers informed and identify priority requests.
  • Interact with customers through a ticketing system to gather necessary information and verify request details.
  • Handle post-fulfillment communication with end-users.
  • Other duties as assigned by Milestone or the Client.

Responsibilities

  • Manage a high-volume ticket queue for IT hardware fulfillment requests, and maintain a same-day response time for new requests.
  • Respond to follow-up inquiries in a timely manner.
  • Resolve outstanding pending tickets and projects.
  • Work on tickets in assigned queue for respective zones (check unassigned queue often throughout the day).
  • Research Tickets and Update SLA file Weekly for previous week’s Closed Tickets.
  • Perform ad-hoc tasks as necessary
  • Provide a weekly summary email that covers ticket counts and projects worked on, to Team Lead.
  • Provide coverage for colleagues as needed
  • Follow the Milestone MTV Inventory Team Attendance Policy

Qualifications

EXPERIENCE REQUIRED:

  • 1 - 3 years online customer service experience
  • 1 - 3 years experience in handling high-volume ticket queue
  • Knowledge or interest in computer hardware and operating systems
  • Proven record of successful experience in working in a fast-paced environment

KNOWLEDGE / SKILLS REQUIRED:

  • Must have advanced computer and typing skills
  • Working knowledge of Google suite applications: Gmail, Docs, Calendar
  • Must have a good command of written and spoken English
  • Comfortable in a fast-paced environment, with minimal supervision

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.