Data/Ticket Support Specialist (Temp.)

POSITION SUMMARY

We are seeking a detail-oriented and communicative temporary Data/Ticket Support Specialist to support our operations and contact center teams. In this role, you will manage inbound complaint tickets from intake through resolution, including drafting written responses and processing reshipment requests. This is a part-time, temporary position requiring approximately 10–15 hours per week.

POSITION DETAILS

• Type: Temporary / Part-Time

• Hours: 10–15 hours per week

• Must be on-site**

KEY RESPONSIBILITIES

• Review incoming member complaint tickets in a timely and thorough manner, ensuring each concern is properly logged and categorized.

• Draft clear, professional, and empathetic responses to member inquiries and complaints.

• Own tickets through to resolution, following up as needed to ensure member satisfaction.

• Coordinate cross-functionally with internal teams (e.g., operations, billing, product) to gather information and facilitate issue resolution.

• Escalate complex or sensitive cases to the appropriate team members when necessary.

• Manage the submission of food reshipment requests, coordinating with fulfillment and logistics teams to ensure timely and accurate redelivery to affected members.

• Maintain accurate records of ticket status, correspondence, and outcomes.

• Identify and escalate recurring complaint trends and surface insights to management.

QUALIFICATIONS

• Prior experience in customer service, member support, or a related role preferred.

• Excellent written communication skills; able to convey information clearly and professionally.

• Strong organizational skills with the ability to manage and prioritize multiple open tickets simultaneously.

• Comfortable collaborating with cross-functional teams to resolve issues.

• Self-motivated and able to work independently with minimal supervision.

• Proficiency with ticketing or CRM systems (e.g., Zendesk, Salesforce, Freshdesk); SolarWinds experience is an added plus.

• Empathetic, patient, and solutions-oriented approach to member interactions.