IT Ticket Quality Specialist

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notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles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 [email protected]

Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
www.RiversideRecruiting.com
www.LinkedIn.com/in/SeanZetts
[email protected]