Locksmith Service Dispatcher

RAE Security; Houston (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

RAE Security in Houston, TX seeks a dynamic Help Desk Technician/Dispatcher to join our team. You will be the first point of contact, providing hardware troubleshooting and coordinating dispatch for field technicians to resolve issues efficiently.

Ideal candidates have 1-3 years in tech support or dispatcher roles, knowledge of locksmithing hardware, and strong customer service skills. This role offers growth through ongoing training and exposure to cutting-edge access control solutions.

Qualifications

• 1–3 years of technical experience in help desk or dispatcher roles.
• Experience in locksmithing hardware is a plus.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide first-line technical support to customers and troubleshoot hardware.
• Act as dispatcher, assigning tasks to field technicians.
• Triage service requests and prioritize issues by urgency.
• Maintain accurate records in the CRM system and document interactions.
• Develop knowledge of products and services to provide efficient assistance.

Skills

Technical support

Dispatcher

Customer service

Locksmithing knowledge

CRM proficiency

Education

High school diploma or equivalent

Tools

CRM software

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.