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Dispatch Agent

Irving, Texas | Contract To Hire

Post Date: 11/01/2017 Job ID: 4731 Industry: Other Area(s)
  • HOURS: 2 shifts available (Sunday-Wednesday 6PM-5AM or Wednesday-Sunday 11AM-5PM)
  • Pay rate is 16.00 an hour
  • The job location is in Irving, Texas 75063-


Duties & Responsibilities

Service Ticket Management


                *Route calls to tech support, Tier 1 Parts, or Cencon Support

                *Create PM tickets upon request of FSEs

                *Notify FSEs of tickets if unanswered after 10 mins.

                *Call for ETA updates if the current ETA is 10 mins past what was entered.

                *Call for hourly status updates on tickets starting after a FSE has been onsite for 1 hr

                *Dispatch “ Non-Dispatch” tickets

                *Verify that system dispatched tickets are assigned to the correct FSE

                *Cancel duplicate tickets

                *Create Pendum Tickets

                *Update the times

                *Close Pendum tickets

                *Check Interface hourly to make sure tickets are coming in

                *Send out delayed tickets report to managers when service hours have ended

                *Complete Vendor Meets

                *Call or email techs to notify them of their meets

                *Send report to managers advising them of upcoming meets


Phone System Management

*Answer Inbound Dispatch/Deployment Calls

*Respond to dispatch/deployment emails on InContact


Deployment Support Call Management


        *Update Tracking Sheet for Deployment activity

        *Send Status Report every 3 hrs starting at 2 PM, until all activities are complete

        *Set up tracking sheet for the following day

        *Create install tickets for the following day

        *Send Time Sheet Report

        *Update notes in Quickbase for Deployment activity



                *Respond to email requests in Outlook

                *Manually Open/Close locks for Pendum techs


Education, Skills & Experience: 
  • Strong Customer Service Skills
  • Strong analytical and problem solving skills
  • Strong skills in all MS Office products – specifically Excel
  • Positive and energetic attitude
  • High School diploma with 3+ years of relevant experience

Desired Skills
  • Previous call-center analyst and problem solving experience



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