Help Desk Technician/Dispatcher

RAE Security; Houston (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

RAE Security is seeking a diligent Help Desk Technician/Dispatcher to join our team in Houston. You will be the first point of contact, troubleshoot hardware, and dispatch tasks to the IT team based on urgency.

Ideal candidates have 1–3 years of technical experience, strong customer service skills, and knowledge of locksmithing. You will collaborate with IT to improve support processes and stay current with evolving technology trends.

Qualifications

• 1-3 years of technical experience.
• Dispatcher, triage, help desk and customer service experience.
• Strong locksmithing and mechanical cores/keys knowledge.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide first-line technical support, troubleshooting hardware.
• Dispatch tasks to IT team based on urgency.
• Triage service work and prioritize critical issues.
• Document interactions in CRM and maintain customer service.
• Collaborate to improve support processes.
• Pursue ongoing training to stay current.

Skills

Dispatcher experience

Triage service

Help desk support

Customer service

Locksmithing knowledge

Job description

We are seeking a dynamic and enthusiastic Help Desk Technician/ Dispatcher to join our team. This role is perfect for someone who thrives in a fast-paced, technologically driven environment, and who is passionate about providing exceptional IT support and customer service. The ideal candidate will have a solid background in locksmith. dispatcher, triage service work, help desk support, and customer service. You will be the first point of contact for our customers and will be responsible for ensuring their technical issues are resolved effectively and efficiently.

Responsibilities

• Provide first-line technical support to customers, troubleshooting and resolving hardware, When is come to Mechanical Locks and Keys.
• Act as a dispatcher, managing and assigning tasks to the appropriate technical team members based on the complexity and urgency of the issues.
• Use your knowledge and expertise to triage service work, prioritizing tasks to ensure the most critical issues are addressed first.
• Maintain a high level of customer service, ensuring all customer issues are resolved to their satisfaction and documenting all interactions in our customer relationship management system.
• Develop and maintain a thorough understanding of our products and services to provide accurate and efficient assistance to customers.
• Collaborate with other members of the IT team to identify and implement improvements to our support processes and procedures.
• Participate in ongoing training and professional development to stay up-to-date with the latest technology trends and solutions.

Qualifications

• 1-3 years of technical experience
• Proven experience in dispatcher, triage service work, help desk support, and customer service.
• Strong technical skills, with a thorough understanding of locksmithing and Mechanical Cores and Keys.
• Excellent problem-solving skills, with the ability to troubleshoot complex technical issues and find effective solutions.
• Outstanding customer service skills, with the ability to communicate clearly and effectively with customers and provide a high level of service.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong organizational skills, with the ability to manage and assign tasks effectively.1
• Willingness to continually learn and stay up-to-date with the latest technology trends and solutions.