Job Title

Lead Dispatcher — Support (Shift timing- 6.30pm-3.30am) NO CAB FacilityRole SummaryMonitor, classify, and route incoming support tickets. Maintain SLA flow, ensure clear customer communication, and close basic issues through documented SOPs.Core Responsibilities1. Ticket Intake & ClassificationMonitor support queues continuously.Validate inputs (screenshots, steps, urgency) before assigning.Classify tickets by severity, type, and functional area.2. Dispatch & CoordinationRoute 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 CommunicationSend timely acknowledgments.Provide periodic status updates.Maintain concise, professional communication at all times.4. First-Touch ResolutionHandle basic troubleshooting using SOPs (login, access, browser, permissions, configuration).Close Level 0/Level 1 issues independently.5. Escalation HygieneEscalate tickets with complete context, reproduction steps, and impact notes.Flag recurring issues and patterns.6. ReportingMaintain daily dispatch logs.Track SLAs, escalations, and backlog.Highlight bottlenecks proactively.Required Skills1–3 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.PreferredExposure to web apps or SaaS environments.Familiarity with authentication, roles/permissions, or basic troubleshooting.