Lead Dispatcher \u2014 Support (EST Shift)<\/b>
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Role Summary<\/b>
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Monitor, classify, and route incoming support tickets.\nMaintain SLA flow, ensure clear customer communication, and close basic issues\nthrough documented SOPs.
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Core Responsibilities<\/b>
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1. Ticket Intake & Classification<\/b>
<\/p>- Monitor\n support queues continuously.
<\/li> - Validate\n inputs (screenshots, steps, urgency) before assigning.
<\/li> - Classify\n tickets by severity, type, and functional area.
<\/li><\/ul>2. Dispatch & Coordination<\/b>
<\/p>- Route\n tickets to the correct engineer or team.
<\/li> - Balance\n load across queues.
<\/li> - Follow\n up on aging/stuck tickets and remove blockers.
<\/li> - Provide\n structured shift\-change handovers.
<\/li><\/ul>3. Customer Communication<\/b>
<\/p>- Send\n timely acknowledgments.
<\/li> - Provide\n periodic status updates.
<\/li> - Maintain\n concise, professional communication at all times.
<\/li><\/ul>4. First\-Touch Resolution<\/b>
<\/p>- Handle\n basic troubleshooting using SOPs (login, access, browser, permissions,\n configuration).
<\/li> - Close\n Level 0/Level 1 issues independently.
<\/li><\/ul>5. Escalation Hygiene<\/b>
<\/p>- Escalate\n tickets with complete context, reproduction steps, and impact notes.
<\/li> - Flag\n recurring issues and patterns.
<\/li><\/ul>6. Reporting<\/b>
<\/p>- Maintain\n daily dispatch logs.
<\/li> - Track\n SLAs, escalations, and backlog.
<\/li> - Highlight\n bottlenecks proactively.
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Required Skills<\/b>
<\/p>- 1\u20133\n years in support, service desk, or triage/dispatch functions.
<\/li> - Strong\n spoken and written communication.
<\/li> - Mandatory EST shift<\/b> availability.
<\/li>- Experience\n with ticketing tools (Zendesk, Freshdesk, Jira, etc.).
<\/li> - Attention\n to detail and strong prioritization.
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Preferred<\/b>
<\/p>- Exposure\n to web apps or SaaS environments.
<\/li> - Familiarity\n with authentication, roles/permissions, or basic troubleshooting.
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