Job Overview
The Client Support Technical Dispatch Administrator plays a critical role in the day-to-day operations of the Client Support team. This role is responsible for managing the intake and distribution of client support tickets, ensuring timely and accurate assignment, and maintaining communication flow across the team. The Client Support Coordinator serves as the first point of contact for incoming client calls and is instrumental in maintaining service level expectations and operational efficiency. This role also provides front desk administrative support across multiple departments.
Key Job Duties and Responsibilities:
- Serve as the first point of contact for incoming client issues or inquiries and route inquiries appropriately.
- Continuously monitor the Client Support ticket board to ensure visibility of all incoming requests.
- Evaluate and prioritize tickets based on urgency, client impact, and service level agreements.
- Assign tickets to the appropriate analysts based on availability, skill set, and workload.
- Identify and escalate tickets to management when issues require higher-level intervention or decision-making.
- Manage and assign test file tickets to ensure timely validation and feedback.
- Perform quality assurance checks on open tickets to ensure they are progressing appropriately and handled by the correct personnel.
- Generate and maintain reports on ticket trends, response times, and resolution metrics to support
Additional Functions:
Provide front desk admin support, for example:
- Answering incoming calls and emails
- Greeting and facilitating visitors and vendors, while upholding all safety and security protocols to ensure a secure facility.
Our ideal candidate has:
- Exceptional customer service skills.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication.
- Attention to detail and accuracy in ticket handling.
- Proficiency with ticketing systems and workflow tools.
- Ability to assess and prioritize tasks effectively.
- Team-oriented mindset with a proactive approach to problem-solving.
- Demonstrates initiative while working independently.
- Customer Service: 3 years (Preferred)
- Operational Coordination: 3 years (Preferred)
- Experience with ticketing systems and workflow tools (Preferred)
Company's website:
www.xdi.com
Pay: $29.00 - $31.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
