05 Aug
|
Recognized
|
Gurugram
05 Aug
Recognized
Gurugram
Lead Dispatcher — Support (EST Shift)
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, qualified 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.
years in support, service desk, or triage/dispatch functions.
spoken and written communication.
- Mandatory EST shift availability.
with ticketing tools (Zendesk, Freshdesk, Jira, etc.).
to detail and strong prioritization.