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Remote Ticket Support Jobs in Minnesota (NOW HIRING)

Optomec Inc

Support Manager

Saint Paul, MN · Remote

Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor ... Excellent remote customer-facing communication skills; experience managing escalations virtually.

TEKsystems

FSM Support Specialist

New Brighton, MN · Remote

$30 - $35/hr

... 100% remote. This will start as a 1 year+ contract with a high likelihood of extensions ... ticket and driving resolution, remediation & continuous improvement (this team is point of ...

Huntington

Network Engineer 3

Minnetonka, MN · On-site +1

$70K - $140K/yr

Provides effective production support including accurate problem identification, ticket ... Remote roles will also have the opportunity to come together in our offices for moments that matter.

Huntington

Network Engineer 3

Minnetonka, MN · On-site +1

$70K - $140K/yr

Provides effective production support including accurate problem identification, ticket ... Remote roles will also have the opportunity to come together in our offices for moments that matter.

Motorola

Analyze system performance metrics, including ticket closure rates, response times, and equipment ... Provide product quality (HW/SW) support * Manage containment * Ensure proper RCA is conducted

Collaboration.Ai

Help Desk Specialist

Minneapolis, MN · On-site +1

This is a remote, work from home position. Preferred candidates are located in Eastern Standard ... Provide 1st level support to end users of our software over the channels we agree on, mostly email.

All JobsTicket Support JobsRemote Ticket Support JobsRemote Ticket Support Jobs in Minnesota

Remote Ticket Support information

What is a remote ticket support?

A Remote Ticket Support job involves assisting customers or clients with their inquiries, issues, or technical problems through a ticketing system, all while working from a remote location. Employees in this role typically receive requests via email, web forms, or specialized customer service platforms, and respond to these tickets in a timely and professional manner. They may troubleshoot problems, escalate issues to other departments, and ensure that each ticket is resolved to the customer's satisfaction. This position requires strong communication skills, technical proficiency, and the ability to work independently.

What are the key skills and qualifications needed to thrive as a remote ticket support specialist, and why are they important?

To thrive as a Remote Ticket Support specialist, strong problem-solving abilities, technical troubleshooting skills, and familiarity with customer service principles are essential, typically supported by experience in help desk or IT support roles. Proficiency in ticketing systems like Zendesk, Freshdesk, or Jira Service Desk, as well as basic networking and software knowledge, is typically required. Exceptional communication, patience, and time management are standout soft skills for efficiently handling diverse customer inquiries remotely. These competencies ensure timely resolution of issues, high customer satisfaction, and effective remote collaboration within support teams.

What are the main challenges faced by remote ticket support professionals, and how can they be managed effectively?

Remote Ticket Support professionals often face challenges such as managing high ticket volumes, resolving issues without direct physical access, and communicating clearly across digital channels. To handle these effectively, it's essential to prioritize tickets based on urgency, maintain thorough documentation, and leverage remote troubleshooting tools. Proactively collaborating with other departments and regularly updating customers on ticket status can also help ensure smooth resolution and a positive support experience.

What is the difference between Remote Ticket Support vs Remote Help Desk Technician?

AspectRemote Ticket SupportRemote Help Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+)Similar certifications, often including CompTIA A+ or Network+
Work EnvironmentPrimarily online ticketing systems, remote communication toolsRemote or on-site, handling tickets and direct user support
Industry UsageIT support, customer service, tech companiesIT support, tech services, corporate help desks
Common Search/ComparisonYesYes

Remote Ticket Support and Remote Help Desk Technician roles both involve providing technical assistance remotely. While they share similar credentials and work environments, Remote Ticket Support focuses mainly on managing support tickets through online systems, whereas Remote Help Desk Technicians often handle direct user issues and may work in broader IT support roles. Both are essential in tech industries and frequently compared by job seekers.

What are the most commonly searched types of Ticket Support jobs in Minnesota?

The most popular types of Ticket Support jobs in Minnesota are:

What are popular job titles related to Remote Ticket Support jobs in Minnesota?

For Remote Ticket Support jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Remote Ticket Support jobs in Minnesota look for?

The top searched job categories for Remote Ticket Support jobs in Minnesota are:

What cities in Minnesota are hiring for Remote Ticket Support jobs?

Cities in Minnesota with the most Remote Ticket Support job openings:

Remote Ticket Support jobs near you

Support Manager

Optomec Inc

Saint Paul, MN • Remote

Full-time

Re-posted 3 days ago

Job description

Description

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.

Key Responsibilities:


  • Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
  • Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution      documentation, and timely closures.
  • Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
  • Interface with customers and stakeholders remotely for escalations, status updates, and major incidents      via phone/email/video.
  • Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
  • Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
  • Oversee parts inventory and      vendor relationships; coordinate "waiting on parts" workflows and vendor SLAs.
  • Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
  • Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
  • Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements

Required Qualifications:


  • 4+ years managing field service or technical support teams with      dispatch/field technicians.
  • Hands-on experience using      Salesforce Service Cloud (ticketing, flows, entitlements/milestones,      reports/dashboards).
  • Strong understanding of SLA      design/enforcement and escalation matrices.
  • Excellent remote customer-facing      communication skills; experience managing escalations virtually.
  • Proven coaching and      people-management skills.
  • Comfortable working remotely and      coordinating field activities without on-site customer visits.


Preferred Qualifications:


  • Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
  • Technical background in relevant equipment or systems serviced by your organization.
  • Experience with inventory/parts management and vendor coordination.
  • Certifications: ITIL Foundation or equivalent service management certification.


Core Skills:


  • Remote leadership and team development
  • Salesforce Service Cloud configuration & reporting
  • SLA management and escalation handling
  • Remote customer communication and stakeholder management
  • Analytical reporting and continuous improvement
  • Process documentation and knowledge management


Working Conditions:


  • No travel to customer sites. Occasional after-hours or on-call incident handling may be required.



To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.

Apply