Ticket Scheduler - Night Shift - 3pm to 11pm
Ticket Scheduler - Night Shift - 3pm to 11pm
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a detail-oriented and highly organized Ticket Scheduler to manage and coordinate support tickets within our ConnectWise PSA system. Working with fully remote technical teams across the US you will play a key role in ensuring service requests are handled efficiently within SLA and with a strong focus on prioritization and communication. This role helps drive operational excellence in our contact center environment.
Key Responsibilities:
- Monitor and manage the inbound ticket queue in ConnectWise for our remote US-based service teams.
- Triage tickets based on severity impact and client-specific SLAs to ensure timely responses and resolutions.
- Schedule and assign tickets to the appropriate technicians based on skills workload and availability.
- Actively manage the ticket lifecycle to prevent SLA breaches both for initial response and final resolution.
- Collaborate with remote technicians to identify and resolve scheduling conflicts or resource constraints.
- Maintain clear proactive communication with end-users regarding ticket updates scheduling and technician coordination.
- Prioritize VIP clients and critical incidents to ensure fast-track handling.
- Reduce ticket backlog by flagging stagnant or bottlenecked tickets and driving them to closure.
- Ensure no emergencies or high-impact issues are missed through real-time queue monitoring.
- Maintain accurate documentation in ConnectWise including ticket statuses time entries and communications.
- Provide regular reporting and visibility to service leaders on ticket volume SLA compliance and technician performance.
- Recommend improvements to scheduling processes and ticket management workflows.
Requirements:
- Experience with ConnectWise PSA (Manage) is required.
- Strong understanding of ticketing systems remote dispatch and SLA-based service delivery.
- Prior experience working with fully remote IT support or contact center teams is strongly preferred.
- Excellent time management and organizational skills; capable of handling a high volume of tickets across multiple clients.
- Clear and effective communicator both written and verbal with a strong customer service mindset.
- Demonstrated ability to prioritize work under pressure and manage multiple stakeholders.
- Familiarity with IT technician skillsets to align the right resource with the right issue.
- Punctual reliable and self-motivated to perform in a distributed remote work environment.
Employment Type
Full Time
