Ticket Scheduler - Remote

Overview

We are looking for a detail-oriented and highly organized Ticket Scheduler to manage and coordinate support tickets within our ConnectWise PSA system, ensuring efficient handling of service requests by remote technical teams.

In Short

• Monitor and manage the inbound ticket queue in ConnectWise.
• Triage tickets based on severity and client SLAs.
• Schedule and assign tickets to appropriate technicians.
• Manage the ticket lifecycle to prevent SLA breaches.
• Collaborate with remote technicians to resolve scheduling conflicts.
• Communicate proactively with end-users regarding ticket updates.
• Prioritize VIP clients and critical incidents.
• Reduce ticket backlog and drive tickets to closure.
• Maintain accurate documentation in ConnectWise.
• Provide regular reporting on ticket volume and SLA compliance.

Requirements

• Experience with ConnectWise PSA is required.
• Strong understanding of ticketing systems and SLA-based service delivery.
• Prior experience with remote IT support teams preferred.
• Excellent time management and organizational skills.
• Effective communicator with a strong customer service mindset.
• Ability to prioritize work under pressure.
• Familiarity with IT technician skillsets.
• Punctual, reliable, and self-motivated.

Benefits

• Flexible remote working environment.
• Opportunity to work with a dynamic team.
• Professional development opportunities.
• Engagement in a supportive company culture.