Technical Support Dispatcher

Job Summary

Dispatch all tickets to support engineering. Ensures all tickets are accepted, handled and closed within target SLA’s. Coordinated scheduled video conference, VIP support, telephone, vendor onsite support, and trouble service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met. Directs walk in user handling and receipt of inwards goods. Preparation and analysis of daily and monthly reports.

Responsibilities

Create trouble tickets
Monitor and Dispatch tickets to support engineer
Dispatch VIP requests to support engineer
Answer telephone calls and direct walk in user support to engineering
Schedule and coordination of vendor support
Book meeting rooms for Video Conference
Compile daily ticket status reports
Escalation of problem tickets to meet SLA targets
Ticket QA assessment
Receipt of inwards goods
Monthly ticket reports
Ensure the quality of solutions and meet SLA targets
Ensure customer satisfaction
Perform miscellaneous job-related duties as assigned by the IT Manager

Skill Requirements

Customer Support, dispatching experience is preferred
Knowledge of Windows OS and MS applications (Windows XP/7, MS Office)
Documentation Skills, Data Entry Skills, Telephone Skills, Reporting Skills

Personal Requirements

University Graduate in Computer Science or related discipline is preferable
Strong communication skills in English, written, listening & spoken
Strong organizational, priority and time management skills with ability to multitask
Ability to work well in multi-cultural environment
Highly motivated, sense of responsibility, self-discipline & willing to learn

Interested? don’t hesitate to send your application via emai to hr@mcon.net.

Join us and you will find:

Broad space for career growth: no matter you are fresh graduate or experienced professional.
Open, flexible environment: work smart, play hard is our culture.
International diversity: our colleagues come from 14 nations.
Trust, respect and collaboration: we are a big family and never let you walk alone.