Support Dispatcher

Job Description

Role & responsibilities Coordinate between Intra Teams, Clients and support team to provide first class technical support to clientele in higher education. Ensure tickets are being dispatched and addressed within SLAs. Set-up, manage and coordinate client calls for the team. Ensure coordinating with inter, intra teams and clients to set up activities and calls as required. Share required data for management reporting with defined frequency; daily, weekly, and monthly. Assign problems/tasks to tech support specialists. Regularly review and analyze the service boards and follow-up with inter team and client. Analyze situations and determine resources needed to solve them. Make decisions quickly, often with limited information. Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions Review daily priorities and take appropriate action to ensure results are achieved. Availability of support in Non-Business Hours as and when needed. Liaison with the internal functions including Customer Success, product management, product engineering and other service functions. Work on preparing monthly roster, on call roster. Work on collating the data required for on call reports.