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notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles - Validate root cause classifications, separating symptoms, workarounds, and evidence-supported causes, and flag unsupported ones for review -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]