Triage & Dispatch Coordinator

日本アバカス株式会社; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

日本アバカス株式会社 is seeking a Support Services Coordinator in Columbus, Ohio. The role focuses on triage, coordinating on-site dispatches, and monitoring multiple boards to maintain smooth ticket flow.

Strong communication, organization, and problem-solving are essential for delivering high-quality service experiences. The SSC will act as a key liaison between internal teams and clients, ensuring timely updates and escalation when needed.

Qualifications

• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Responsibilities

• Triage tickets in Manual Review status for urgency and impact.
• Review and route tickets with complete details for follow-up.
• Monitor Spam Cleanup Board and reclassify mislabeled tickets.
• Dispatch onsite service tickets with third-party vendors for scheduling.
• Route tickets to Client IT Boards with accurate guidance.
• Verify resolutions on Client Updated tickets and escalate urgent updates.
• Monitor unassigned P1 tickets for progress.
• Identify stalled tickets and coordinate next steps with the team.
• Check Manager Review tickets for activity; escalate if needed.
• Contact clients via phone and email for Waiting on Client tickets.
• Ensure proper bundling and routing of application-specific tickets.

Skills

Customer service

Communication

Organizational skills

Multitasking

Attention to detail

Phone coordination

Typing (50 WPM)

Education

Associate's Degree in a computer-related field

Job description

日本アバカス株式会社 is seeking a Support Services Coordinator in Columbus, Ohio. The role focuses on triage, coordinating on-site dispatches, and monitoring multiple boards to maintain smooth ticket flow.

Strong communication, organization, and problem-solving are essential for delivering high-quality service experiences. The SSC will act as a key liaison between internal teams and clients, ensuring timely updates and escalation when needed.