Ticket Dispatcher (m/w/d)
Core
Managing and prioritizing technical support tickets to ensure product functionality and SLA compliance for international partners and customers.
Role type
Support operations specialist (ticket dispatcher)
Builds
Ticket management workflows and support response processes
Domain
IT Support / Technical Services
Deliverable
dashboards & analysis
Required skills
Ticket system proficiency, IT technical understanding, prioritization, data analysis, report generation, customer communication
Preferred skills
Experience with JIRA/Zendesk/Freshdesk, analytical problem-solving, self-management
Technologies
JIRA, Zendesk, Freshdesk
Responsibilities
Receive and verify incoming tickets, prioritize based on urgency and importance, process or route tickets to appropriate teams, communicate with technicians and customers to update status, track ticket progress and SLAs, generate reports on ticket volume and resolution times, optimize the dispatching system
Seniority
Entry to Mid-level, hands-on IC