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 1–3 years in support, service desk, or triage/dispatch functions. Strong spoken and written communication. MandatoryEST shiftavailability. 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.

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