Job Description
Job Description
Job Overview:
The Ticket System Engineer is responsible for designing, implementing, and maintaining an organization’s ticketing and support systems. This role ensures seamless integration between the ticketing system and other platforms (e.g., CRM, account management systems), streamlines workflows, and enhances customer and internal user experiences. The ideal candidate will possess a deep technical understanding of ticketing systems, coupled with strong problem-solving skills, and the ability to work cross-functionally
Key Responsibilities:
System Integration & Maintenance:
Manage and optimize the integration of the ticketing system with other platforms, including CRM and website portals, ensuring seamless data flow and synchronization.
Ticket Workflow Optimization:
Design, implement, and optimize ticketing workflows to ensure efficient routing, timely responses, and proper escalation procedures.
Customer Portal Management:
Develop and maintain user-friendly portals where customers can submit tickets, track progress, and access resources. Ensure the portal aligns with business needs and provides a seamless customer experience.
Technical Support & Troubleshooting:
Provide technical support and resolve complex issues related to the ticketing system’s configuration, integration, and functionality.
Collaboration with Teams:
Partner with cross-functional teams (support, account management, development) to align ticketing system functionality with overall business goals and ensure smooth operations across all departments.
System Documentation:
Create and maintain detailed documentation on system configurations, workflows, integrations, and troubleshooting processes to ensure knowledge continuity.
Performance Monitoring & Analytics:
Leverage analytics to monitor ticketing system performance, identify trends, and provide insights to improve system efficiency and customer satisfaction.
Innovation & Technology Leadership:
Stay up to date with industry trends and emerging technologies, and implement improvements or upgrades to enhance the ticketing system’s capabilities.
Security & Compliance:
Ensure that the ticketing system complies with all relevant security and data protection standards, and implement necessary measures to safeguard customer and internal data.
Qualifications:
Education:
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).Experience:
3+ years of experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow, Freshdesk, etc.).
Proven experience with CRM integrations, customer portal development, and data migration processes.
Hands-on experience with scripting and automation tools.
Skills:
Deep understanding of ticketing system architecture and administration.
Strong problem-solving and troubleshooting skills.
Familiarity with API integrations and data synchronization.
Excellent communication and collaboration abilities.
Proficiency in data analytics tools for monitoring system performance and trends.
Ability to work in a fast-paced environment and manage multiple projects simultaneously.
Preferred Skills:
Experience with scripting languages (e.g., Python, JavaScript) for system automation.
Knowledge of cloud-based ticketing systems and security protocols.
Experience working with ITIL processes and service management frameworks.