[Hiring] Queue Specialist @FORTNA

Role Description

The Queue Specialist is an individual contributor responsible for the day-to-day performance of the support ticket queue within the Customer Service organization. The role maintains visibility into queue health, service-level performance, workload distribution, case quality, and timely routing and escalation across all priorities.

• Monitors real-time and interval ticket performance.
• Coordinates workload adjustments with support leaders and technical teams.
• Drives follow-up when ticket service levels are at risk.
• Partners with Incident Management, Technical Support, subject matter experts, and leadership to improve routing, accelerate ticket progression, and prevent backlogs from stagnating.
• This position has no direct reports.
• Success depends on strong operational judgment, data analysis, clear communication, and the ability to influence timely action across teams without formal people-management authority.

Qualifications

• 7+ years of service desk, technical support, call center, or ticket operations experience.
• Demonstrated experience monitoring or coordinating high-volume ticket queues in a 24x7 or extended-hours support environment.
• Experience with real-time queue monitoring, workload balancing, ticket assignment, SLA tracking, and escalation coordination.
• Strong knowledge of incident prioritization, ticket lifecycle management, routing, documentation, escalation, and customer communication.
• Ability to interpret ticket and operational metrics, identify trends and service risks, and recommend corrective actions.
• Experience using case-management, reporting, and knowledge-management platforms.
• Excellent written and verbal communication skills with the ability to influence action across technical and non-technical stakeholders.
• Sound judgment under pressure and the ability to make timely operational decisions during high-volume periods and critical incidents.
• Strong organizational, analytical, conflict-resolution, and problem-solving skills.
• Ability to work independently, manage competing priorities, and maintain attention to detail in a fast-paced environment.
• Ability to support nights, weekends, holidays, and non-traditional schedules as operational needs require.

Requirements

• Maintain operational visibility into ticket volume, unassigned work, backlog, aging, severity mix, assignment status, SLA performance, and customer update compliance.
• Prioritize P1/P2 incidents, aging P3/P4 tickets, stalled cases, repeat contacts, reopened tickets, and work at risk of breaching service commitments.
• Coordinate ticket assignment and rebalancing based on priority, skill, workload, geography, customer impact, and coverage.
• Review tickets for complete issue details, business impact, troubleshooting history, evidence, ownership, status, and next-update commitments.
• Conduct daily queue reviews and coordinate corrective action when progress, documentation, ownership, or customer communication does not meet standards.
• Identify and help resolve assignment gaps, duplicate tickets, routing errors, workflow failures, and other barriers to timely case progression.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits including medical, dental, and vision.
• 401(k) plan with company match.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and career advancement.