Customer Support Specialist

Job Summary:

We are looking for a dedicated and detail-oriented Specialist to join our Dispatch & Workforce Operations team. You will be responsible for managing job dispatches, tracking worker assignments, monitoring systems, and ensuring timely updates and escalations. This role requires strong coordination, communication, and time management skills.

• Key Responsibilities:

  Worker Assignment & Dispatch:
• Monitor dispatch queues every 5 minutes during your shift.
• Check if full-time employees (FTEs) are available before pushing jobs to WM or vendors.
• Create WorkMarket (WM) requests when no FTEs are available.
• Invite workers (APVP/STZ) on time and follow escalation processes if needed.
• Assign the most cost-effective and qualified worker for each job.
• Ensure only registered, trained, and approved workers are dispatched.
• Confirm worker assignment is updated correctly on the portal.
• Share worker details with the customer where required.

• Governance & Escalations:

  Escalate vendor delays, emergency issues, and pool health concerns within defined timelines.
• Maintain proper communication with PET owner teams and other stakeholders.
• Track and escalate worker-related issues (FSE/FTEB) as per the escalation matrix.

• Monitoring & Reporting:

  Actively monitor Workplace chat, the ServiceO Teams channel, and emails throughout your shift.
• Ensure all negative WTZ transactions have valid reason codes.
• Document all actions taken and update systems regularly.
• Worker Availability & Data Updates:
• Check and update worker availability status in the system.
• Run monthly availability checks for FTEB/FSE workers.
• Create Job Orders (JO) if no FTEB is available.
• Ensure data accuracy and timely updates in portals.

• Skills & Requirements:

  Basic computer and MS Excel skills.
• Strong communication and coordination abilities.
• Ability to multitask and manage time well.
• Proactive attitude with attention to detail.
• Willingness to work in shifts (including weekends if required)