The Ticket Admin’s main role is to provide top-notch support to our end-users. This will ensure our end-uses experience a smooth, efficient, and timely process for their hardware requests.
This includes, but is not limited to:
Processing all hardware requests submitted to Google Inventory/Tracking systems.
Receiving necessary approvals for hardware as needed.
Continued clear and concise updates on requests.
Interacting with end-users through a ticketing system to gather necessary information.
Handle post-fulfillment communication.
Other duties as assigned by Milestone or the Client.
Manage a high-volume ticket queue for IT hardware requests.
Maintain same-day communication on requests.
Resolve any outstanding issues within a hardware request in a timely manner.
Research hardware requests to ensure the service level agreement is being honored.
Provide coverage for colleagues as needed.
1-3 years of non-facing customer service experience.
1-3 years of experience in handling high-volume ticket queue.
Knowledge or interest in differences between 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.