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Dispatch Agent

Irving, Texas 75063 | Contract To Hire

Post Date: 02/16/2018 Job ID: 5010 Industry: Other Area(s)
Dispatch Agent - Irving, TX
  • 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

  • Miscellaneous

    • 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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