Technical Dispatcher - Us Partners

As our Technical Dispatcher, you are responsible for handling service requests.

Ensure service and support are provided to customers at agreed levels and that high customer satisfaction levels are maintained.

YOU DESERVE THE BEST - Enjoy these Perks!

Day 1 HMO for employees

Continuous career development and certifications

Additional HMO coverage with Dental (with dependent & pre-existing conditions accepted)

Mental health consultations

Access to Medical Team on Day 1

Life insurance

Paid-time offs

Annual Appraisal based on merits

Free Daily Meals

Employee referral programs

Regular awards and recognitions

Employee Savings Program

• This is where youu0026'll shine

Technical Support & Client Communication

Answer customer calls, log tickets.

Manage and maintain Customer Raised and Alerts & NOC boards.

Ensure all SLAs are met between multiple boards.

Proactively manage tickets to ensure all promises are met between engineer and clients.

Dispatch engineers for onsite work ifas required, ensuring communication with the client is up to date.

Maintain positive client relationships through empathy whilst looking to improvemaintain our CSAT score.

Escalate appropriate tickets to Services manager aswhen required.

Maintain KPIs (SLA time, Open Tickets).

Other admin NOC tasks (non technical)

Maintain efficient On-Call Rotation

Soft skills which include telephone manner, communication, active listening and client-care skills.

Ability to multitask and adapt to changes quickly.

Technical awareness and the ability to match appropriate ticket with the u0026'rightu0026' engineer.

Understanding of support tools, techniques and KPIs to drive customer satisfaction.

Self-motivated with the ability to work in a fast-paced environment as well as under pressure.

Well organised, with a high level of detail.

Excellent Communication and Customer Service Skills.

Technical Skills :

Knowledge in Connect wise, preferred

Basic Technical Knowledge (Helpdesk)

Triaging Experience (Helpdesk Environment)

As ourTechnical Dispatcher, you are responsible for handling service requests.

Ensure service and support are provided to customers at agreed levels and that high customer satisfaction levels are maintained.

YOU DESERVE THE BEST - Enjoy these Perks!