Dispatcher - Unifyed

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, professional 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.
  

Required Skills

• 1–3
  years in support, service desk, or triage/dispatch functions.
  
• Strong
  spoken and written communication.
  
• Mandatory EST shift availability.
  
• Experience
  with ticketing tools (Zendesk, Freshdesk, Jira, etc.).
  
• Attention
  to detail and strong prioritization.
  

Preferred

• Exposure
  to web apps or SaaS environments.
  
• Familiarity
  with authentication, roles/permissions, or basic troubleshooting.