Proactive Ticket Triage & Dispatch Specialist

Abacus; Phoenix (AZ); On-site; USD 48,000 - 72,000; Full time

Job summary

Abacus in Phoenix seeks a Support Services Coordinator to manage service tickets, triage, and coordinate on-site dispatches. You will serve as a key liaison between internal teams and clients to ensure high-quality service experiences.

The role requires strong communication, organization, and a proactive approach to problem-solving, with ability to type 50 WPM and handle shifting priorities in a fast-paced environment.

Qualifications

• Associate’s Degree in a computer-related field preferred.
• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Responsibilities

• Triage tickets in Manual Review to assess urgency and impact.
• Review and route tickets to appropriate resource or team with complete details.
• Monitor Spam Cleanup Board to reclassify mislabeled tickets.
• Coordinate onsite service ticket dispatch with third-party vendors.
• Dispatch tickets to Client IT Boards with accurate routing.
• Review Client Updated tickets for clear resolution and assign resources.
• Monitor unassigned P1 tickets to ensure progress.
• Identify stalled tickets by Last Update and escalate or schedule follow-ups.
• Check Manager Review tickets for managerial assignment and escalate after 2 days.
• Contact clients for Waiting on Client tickets via phone and email.
• Review application-specific tickets for proper bundling, prioritization, and routing.

Skills

Customer service

Communication

Organization

Multitasking

Attention to detail

Phone coordination

Typing 50 WPM

PC proficiency

Education

Associate’s Degree in a computer-related field

Job description

Abacus in Phoenix seeks a Support Services Coordinator to manage service tickets, triage, and coordinate on-site dispatches. You will serve as a key liaison between internal teams and clients to ensure high-quality service experiences.

The role requires strong communication, organization, and a proactive approach to problem-solving, with ability to type 50 WPM and handle shifting priorities in a fast-paced environment.