IT Ticket Quality Specialist
100% remote work-from-home
Overview
- $25 per hour W2, 40 hours per week
- Long-term contract supporting the IT Infrastructure and Security teams
- Review and validate Zendesk tickets for accuracy, consistency, and clean data
- Paid every Friday through FoxHire, a national Employer of Record (EOR) that handles time-tracking, payroll, tax withholding, and offers 401k, medical, dental, and vision insurance. www.FoxHire.com
Role
- Review new and solved Zendesk tickets for completeness, accuracy, and adherence to documentation standards
- Standardize ticket titles so they are clear, searchable, and consistent
- Validate categories, subcategories, priorities, and other required fields, and correct or escalate discrepancies
- Check that tickets were routed to the right support groups (Customer Care, Technical Support, Product Support, Level 3) and flag misrouting patterns
- Confirm resolution notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles
- Validate root cause classifications, separating symptoms, workarounds, and evidence-supported causes, and flag unsupported ones for review
- Identify recurring issues and systemic patterns and share them with IT operations and problem-management stakeholders
- Give constructive feedback to ticket creators and resolving teams, track quality metrics, and recommend Zendesk workflow improvements
Requirements
- Experience in IT service desk, technical support, QA, or problem management involving ticket review
- Working knowledge of Zendesk or a comparable ITSM platform
- Understanding of incident, problem, and knowledge management, including root cause analysis
- Strong analytical judgment, written communication, and attention to detail
- Plus: Zendesk Explore, ITIL, root cause taxonomies, or education technology support
Next step
- Email your resume to Sean.Zetts@RiversideRecruiting.com
Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
www.RiversideRecruiting.com
www.LinkedIn.com/in/SeanZetts
Sean.Zetts@RiversideRecruiting.com