Locksmith Service Dispatcher

Rae Security, Inc.; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Rae Security, Inc. in Houston seeks a dynamic Help Desk Technician/Dispatcher who thrives in a fast-paced, tech-driven environment and is passionate about providing exceptional IT support and customer service.

You will be the first point of contact, troubleshoot hardware, dispatch tasks to the technical team, triage service work, document interactions in our CRM, and continuously learn about our access control products and solutions. 1–3 years of technical experience is preferred.

Qualifications

• 1–3 years of technical experience.
• Experience in dispatcher, triage service work, help desk, and customer service.
• Strong technical skills with locksmithing knowledge.
• Excellent troubleshooting and problem-solving abilities.
• Outstanding customer service and communication skills.
• Ability to multitask in a fast-paced environment.
• Willingness to continuously learn new technologies.

Responsibilities

• Provide first-line technical support to customers, troubleshooting and resolving hardware issues.
• Act as dispatcher, assigning tasks to the technical team based on urgency and complexity.
• Triage service work and prioritize issues to address critical problems first.
• Document all customer interactions in the CRM system.
• Develop and maintain knowledge of products and services to assist customers accurately.
• Collaborate with IT team to identify and improve support processes.
• Participate in ongoing training to stay updated with technology trends.

Skills

Customer service

Multitasking

Communication

Dispatcher experience

Tools

CRM software

Ticketing system

Locksmithing

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, with knowledge of access control when it comes to electrical lock and hardware.
• 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.
• Willingness to continually learn and stay up-to-date with the latest technology trends and solutions.