Ticket Coordinator

The Ticket Coordinator role within Hotel Systems Technical Support assesses and ensures that incoming support ticket information is complete and accurate, proper priority is set, and is routed to the proper team in a timely manner.
Responsibility
• Monitor queue and assess all incoming tickets to determine actions, steps and processes needed to ensure timely response to customer needs
• Partner with the Connectivity and Hothelp teams to ensure tickets are responded to in a timely manner
• Assign high priority tickets to Analysts
• Triage and redirect tickets in within established response time goals
• Prioritize tickets based on request type
• Ensure Hotel Information is updated and accurate within the case
• Transfer misdirected tickets to appropriate team
• Close duplicate and SPAM cases
• Run and distribute daily and/or weekly reports
• Complete special projects as assigned
Role in Business Process

• Establish baseline understanding of Connectivity and Hothelp functions
• Develop in-depth knowledge of Expedia and HSTS policies and process
• Utilize established business processes to ensure accurate and timely distribution of tickets
• Ensure processes/policies and best practices are reflected in the documentation
• Collaborate with Ticket Coordinators and Leadership to ensure coverage during the times/days defined
• Provide feedback on Salesforce improvements that would improve time to triage
• Identify opportunities to eliminate unnecessary misroutes
Core Competencies
• Clear communication
• Drive for Results
• Written and Spoken Communications
• Work effectively with Superiors and Peers
• Cross-Functional Collaboration
Education

• Associates Degree or equivalent work experience
• A bachelor degree is preferred
Knowledge, Skills, and Abilities

• 1-2 years experience in administrative position utilizing computer applications
• Highly skilled in a variety of computer software applications, including Microsoft Excel, Microsoft Outlook and Avaya.
• Experience utilizing a case management/service request system, Saleforce a plus.
• Capacity to multi task and manage work volume with the highest quality level
• Excellent communication and organizational skills
• Detail oriented, well organized and highly dependable
• Self-starter with ability to work under minimal supervison
*LI - TS1

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