Support Dispatcher

• Coordinate between Intra Teams, Clients and support team to provide first class technical support to clientele in higher education
  
• Ensure tickets are getting dispatched and addressed within SLA\u2019s
  
• Set-up, manage and coordinate client calls for the team
  
• Ensure coordinating with inter, intra teams and clients to setup 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
  
• Ensure ongoing training for tech support staff; \\; maintain and analyze training records
  
• Review daily priorities and take appropriate action to ensure results are achieved
  
• Availability for 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

Required Skills & Experience:

• Overall 0 - 2 years of relevant experience.
  
• Knowledge and experience in MIS reporting, MS Office, CW Tool.
  
• Self-starter, driven, productive and works well under pressure.
  
• Good communication skills and the ability to work well with people at all levels are essential; must be customer focused.
  
  
  Education
  

  • Any Graduate