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-volumne 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

Associated topics: box office, merchandise, sales, sales account executive, sales associates, sales executive, seller, ticket scanner, ticket scanning, usher

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