MSP Ticket Agent

"Whatever I.T. takes, we will fix I.T."

I.T. Matters, Inc., a leading provider of Managed IT Services, Backup, Disaster Recovery, Cloud Hosting, Telephony, and IT Security Services to Small and Medium Businesses in the greater Houston, Texas area (central time zone), is expanding its team. Founded in 2012, we are dedicated to delivering exceptional technical solutions to our clients. We are currently seeking a highly skilled and motivated individual to join our team as an MSP Ticket Agent.

We are seeking a highly organized and detail-oriented MSP Ticket Agent to join our team. The primary focus of this role will be efficient ticket renaming, ticket bundling, ticket quality assurance, ticket reporting, and technical liaison. The ideal candidate will have exceptional communication skills, impeccable attention to detail, and a proactive approach to problem-solving.

Essential Duties and Responsibilities:
• Ticket Quality Assurance: Thorough review of service tickets ensuring that they are accurate, complete, and categorized accordingly to strictly adhere to the provided guidelines or standards of the company.
• Ticket Renaming: Accurately renaming service tickets that reflect their content and purpose by following a consistent naming convention to ensure that tickets can be quickly identified for tracking and retrieval purposes.
• Ticket Bundling: Efficiently bundle tickets based on common themes, issues, or projects as provided by the guidelines to ensure that tickets are grouped logically.
• Ticket Reporting: Generating daily reports for service tickets that identify areas that require more attention and aid in resource allocation.
• Process Improvement: Continuously refine and adhere to the ticket processes to improve the efficiency in streamlining the workflow for ticket handling.

Knowledge, Skills, and Abilities Required:
• Strong attention to detail and ability to follow instructions.
• Technically Inclined
• Willingness and ability to learn new skills and technologies.
• Ownership and accountability

We offer a competitive salary, work-life balance, full-time and long-term career opportunities, supportive leaders and co-workers, eligibility for bonuses, and performance-based raises after a certain period. Join our team of rock stars, where attention to detail and a drive to learn are celebrated and encouraged. Apply now to seize this exciting opportunity to contribute to our dynamic organization.

Please note that the paid range for the hourly rate is $4.50 per hour, commensurate with knowledge and experience.

Apply for this position by following these instructions:
1. Subject Head: I.T. Matters, Inc. - MSP Ticket Agent (OLJ)
2. Attach a copy of your updated CV (required) and IT-related certifications (optional)
3. Send your email applications to careers@itmattersinc.com