Dispatcher

7 months ago

Loughton, United Kingdom Pinnaca Retail Ltd Full time

Founded in 2015, Pinnaca Retail Solutions is an Award Winning family-run business offering Retail Solutions, IT Support Services, and IT Consultancy. With offices in London and Paris and a client base across the globe, you can trust us to deal with your IT headaches.

We work with all types of business to develop strategies focused on our clients’ needs and objectives. Our tailored solutions are developed and optimised to fulfil your key business demands.

Over time we have added to our 20 years’ experience in the field and built up a team of experts, with a wide range of experience and in-depth knowledge, who are eager to help business succeed and grow. We manage projects with precision and efficiency with iron clad processes that impress our customers, who have come to expect the highest level of service.

**Job Overview**: As a Ticket Dispatcher at Pinnaca Retail Solutions, you will be responsible for managing and dispatching service tickets to our technical support team using ConnectWise. Answering calls with great customer service and logging tickets where required. You will play a crucial role in ensuring that our customers receive timely and efficient support.

**Key Responsibilities**:

- Monitor and manage incoming service tickets through ConnectWise Manage.
- Assign tickets to appropriate technical support staff based on urgency and skill set using a Dispatch Portal.
- Track the status of open tickets and ensure timely resolution.
- Communicate with customers to provide updates on ticket status and resolution timelines.
- Collaborate with the technical support team to identify and address recurring issues.
- Maintain accurate records of ticket activity and resolutions.

**Qualifications**:

- Certification in Customer Service is desirable.
- Previous experience in a customer service is preferred.
- Strong organisational and time-management skills.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Familiarity with ConnectWise Manage or any other Ticketing system software.
- Basic understanding of Retail Technology (EPOS) solutions is an advantage but not a necessity.

**Working Hours**:

- Part-time position with flexible working hours.
- Availability to work during peak times (Mon - Friday 9am - 5.30pm)

**What We Offer**:

- Competitive wage.
- Opportunity to work with a passionate and supportive team.
- Professional development and training opportunities.
- A dynamic and innovative work environment.

Join Pinnaca Retail Solutions and be part of a team that is transforming the retail industry with cutting-edge technology and exceptional service

**Job Type**: Part-time

Expected hours: 21.25 per week

**Benefits**:

- Casual dress
- Company events
- Company pension
- On-site parking

**Experience**:

- Logistics: 1 year (preferred)

Work Location: In person

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