Ticket Triage & Dispatch Coordinator

日本アバカス株式会社; Charlotte (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

日本アバカス株式会社 is seeking a Support Services Coordinator to ensure smooth handling of service tickets and proactive problem solving. The role focuses on triage, on-site dispatch coordination, and monitoring multiple boards to maintain ticket flow.

The ideal candidate brings 2-4 years in customer service and 1-3 years in ticket management, with excellent communication and organization skills. This on-site position in Charlotte, NC offers a dynamic, fast-paced environment with cross-team collaboration.

Qualifications

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

Responsibilities

• Triage tickets in Manual Review; assess urgency and route to correct resource.
• Monitor Spam Cleanup Board; reclassify mislabelled tickets.
• Dispatch onsite service tickets; coordinate with third-party vendors.
• Route tickets to Client IT Boards; ensure accurate routing.
• Review Client Updated tickets; confirm resolution and escalate urgent updates.
• Monitor unassigned P1 tickets; track progress and follow up as needed.
• Identify stalled tickets; coordinate follow-up and next steps.
• Check Manager Review tickets; note inactivity and escalate if required.
• Contact clients by phone and email when Waiting on Client status.
• Review application-specific tickets for proper bundling and prioritization.

Skills

Customer service

Communication

Multitasking

Education

Associate's Degree in computer-related field

Job description

日本アバカス株式会社 is seeking a Support Services Coordinator to ensure smooth handling of service tickets and proactive problem solving. The role focuses on triage, on-site dispatch coordination, and monitoring multiple boards to maintain ticket flow.

The ideal candidate brings 2-4 years in customer service and 1-3 years in ticket management, with excellent communication and organization skills. This on-site position in Charlotte, NC offers a dynamic, fast-paced environment with cross-team collaboration.