Ticket Dispatcher

Lead Dispatcher Support (Shift timing- 6.30pm-3.30am) NO CAB Facility

Role Summary

Monitor, classify, and route incoming support tickets. Maintain SLA flow, ensure clear customer communication, and close basic issues through documented SOPs.

Core Responsibilities

1. Ticket Intake & Classification

• Monitor support queues continuously.
• Validate inputs (screenshots, steps, urgency) before assigning.
• Classify tickets by severity, type, and functional area.

2. Dispatch & Coordination

• Route tickets to the correct engineer or team.
• Balance load across queues.
• Follow up on aging/stuck tickets and remove blockers.
• Provide structured shift-change handovers.

3. Customer Communication

• Send timely acknowledgments.
• Provide periodic status updates.
• Maintain concise, professional communication at all times.

4. First-Touch Resolution

• Handle basic troubleshooting using SOPs (login, access, browser, permissions, configuration).
• Close Level 0/Level 1 issues independently.

5. Escalation Hygiene

• Escalate tickets with complete context, reproduction steps, and impact notes.
• Flag recurring issues and patterns.

6. Reporting

• Maintain daily dispatch logs.
• Track SLAs, escalations, and backlog.
• Highlight bottlenecks proactively.

Required Skills

• 13 years in support, service desk, or triage/dispatch functions.
• Strong spoken and written communication.
• Mandatory EST shift availability.
• Experience with ticketing tools (Zendesk, Freshdesk, Jira, etc.).
• Attention to detail and strong prioritization.

Preferred

• Exposure to web apps or SaaS environments.
• Familiarity with authentication, roles/permissions, or basic troubleshooting.