Skills
ITSM
Ticketing workflows
Queue prioritization
About the Role
We’re conducting a paid research study to understand how frontline IT and customer support teams manage ticket workflows in real life. If you actively work queues and document resolutions, we’d love to hear how you do it.
Responsibilities
- Join a 30-minute remote interview to discuss your current case management processes
- Walk through a typical shift, including how you prioritize and resolve tickets
- Explain your decision-making during a few hypothetical queue scenarios
- Describe how you document work from intake through resolution
Requirements
- Hands-on experience as an ITSM analyst, technical support engineer, or customer support operations professional
- Daily responsibility for managing ticket queues
- Comfort communicating your workflow and rationale verbally
- Ability to participate in a 30-minute remote video call (no screen sharing required)
Benefits
- Paid participation in a short, 30-minute interview
- Remote interview format with no screen sharing
- Help shape tools designed around real frontline workflows
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