Dispatch Agent

Job Description

A retail employer in the Cincinnati area is seeking Dispatch Agents to support the facilities maintenance and engineering team. Daily responsibilities include answering inbound phone calls and emails regarding facilities work orders and troubleshooting reported events with field technicians in all 2,700 stores nationwide. The program goal is to protect the client against product loss in stores. They will coordinate service with on-site technicians, store management, and other internal stakeholders. This role requires heavy multitasking and navigating multiple applications at once. Candidates should be adaptable to learning from change, difficulties, and feedback. Successful candidates will have experience with triaging, ticket/work order prioritization, change management, and a background in a level 2 or 3 support role.

Required Skills & Experience

3+ years of level 2 or 3 Help Desk experience

Triaging Ticket/Work Order prioritization

Change management experience

Nice to Have Skills & Experience

Facilities management platforms and other software (Maximo, ServiceNow, ServiceChannel, fmPilot)

Manufacturing, production, or big box retail experience)

Autonomous system diagnostics and troubleshooting