Locksmith Service Dispatcher

Rae Security, Inc.; Houston, Northern (TX, KY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Rae Security, Inc. seeks a dynamic Help Desk Technician/Dispatcher to provide first-line IT support and customer service in a fast-paced environment.

You will triage issues, dispatch tasks to the technical team, and maintain detailed CRM records while expanding knowledge of our access-control products. Ideal candidates have 1–3 years in related roles, strong locksmithing understanding, and excellent problem-solving and communication skills.

Qualifications

• 1-3 years of technical experience.
• Experience as dispatcher, triage service, help desk, and customer service.
• Strong locksmithing knowledge: Mechanical Cores and Keys.
• Excellent problem-solving and communication skills.
• Ability to multitask and manage time in a fast-paced environment.

Responsibilities

• Provide first-line IT support, troubleshooting hardware and access control devices.
• Act as dispatcher, assign tasks to technical team based on urgency.
• Triage service work, prioritizing critical issues.
• Document all interactions in the CRM and maintain customer records.
• Develop knowledge of products to offer accurate assistance.
• Collaborate with IT team to improve support processes.
• Participate in ongoing training to stay current with tech trends.

Skills

Dispatcher experience

Triage service work

Help desk support

Customer service

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.