Job VC
Ticket Dispatcher (Junior Customer Support Coordinator)
Technologies
Description
About us:
We are an international defense startup, rapidly expanding to support the Ukrainian national needs. As a startup, we operate in a highly flexible environment where agility, adaptability, and a hands-on approach are critical for success.
About the Role
We are looking for a detail-oriented and organized Ticket Dispatcher to join our Customer Support team. The Ticket Dispatcher plays a critical role in ensuring efficient handling of support requests by properly triaging, categorizing, prioritizing, and assigning tickets to the appropriate technical teams.
This position is ideal for someone who thrives in a fast-paced startup environment, has strong communication skills, and understands support workflows.
Key Responsibilities
Monitor incoming support tickets via chats in messengers
Categorize, prioritize, and assign tickets according to severity and internal procedures
Ensure accurate ticket documentation and data completeness
Route incidents and service requests to appropriate support and product design teams
Follow up on unassigned or overdue tickets to maintain support service continuity
Communicate with customers to clarify ticket details when needed
Escalate urgent or critical issues according to escalation procedures
Maintain dashboards and reports on ticket flow and workload distribution
Assist in improving ticket routing processes and workflow optimization
Contribute to KB (Knowledge Base) and share experience
Requirements
Mandatory:
1+ year experience in Customer or IT Support, service desk, or dispatching role
Understanding of IT support processes (Incident, Service Request and Problem Management)
Experience working with ticketing systems (e.g., ServiceNow, Jira, Zendesk etc.)
Strong organizational and multitasking skills
Analytical mindset and attention to detail
Good written and verbal communication skills
English level: Intermediate or higher (B1+)
As a Plus:
ITIL Foundation knowledge
Experience in SLA-based environments
Understanding of basic IT administration (networks, hardware, cloud services)
Experience in
Mil-Tech
industry, knowledge of the UAV system products will be a plus
Soft Skills
High level of responsibility and accountability
Ability to work in a startup environment, multitasking
Strong prioritization skills
Team-oriented mindset
Proactive communication style
What We Offer
Competitive salary (based on experience)
Hybrid work environment with a possibility to switch to remote over time
Friendly and people-oriented team culture
Career development opportunities among industry professionals
Paid vacation and sick leave according to Ukrainian legislation
Reservation from mobilization
Medical insurance
We are an international defense startup, rapidly expanding to support the Ukrainian national needs. As a startup, we operate in a highly flexible environment where agility, adaptability, and a hands-on approach are critical for success.
About the Role
We are looking for a detail-oriented and organized Ticket Dispatcher to join our Customer Support team. The Ticket Dispatcher plays a critical role in ensuring efficient handling of support requests by properly triaging, categorizing, prioritizing, and assigning tickets to the appropriate technical teams.
This position is ideal for someone who thrives in a fast-paced startup environment, has strong communication skills, and understands support workflows.
Key Responsibilities
Monitor incoming support tickets via chats in messengers
Categorize, prioritize, and assign tickets according to severity and internal procedures
Ensure accurate ticket documentation and data completeness
Route incidents and service requests to appropriate support and product design teams
Follow up on unassigned or overdue tickets to maintain support service continuity
Communicate with customers to clarify ticket details when needed
Escalate urgent or critical issues according to escalation procedures
Maintain dashboards and reports on ticket flow and workload distribution
Assist in improving ticket routing processes and workflow optimization
Contribute to KB (Knowledge Base) and share experience
Requirements
Mandatory:
1+ year experience in Customer or IT Support, service desk, or dispatching role
Understanding of IT support processes (Incident, Service Request and Problem Management)
Experience working with ticketing systems (e.g., ServiceNow, Jira, Zendesk etc.)
Strong organizational and multitasking skills
Analytical mindset and attention to detail
Good written and verbal communication skills
English level: Intermediate or higher (B1+)
As a Plus:
ITIL Foundation knowledge
Experience in SLA-based environments
Understanding of basic IT administration (networks, hardware, cloud services)
Experience in
Mil-Tech
industry, knowledge of the UAV system products will be a plus
Soft Skills
High level of responsibility and accountability
Ability to work in a startup environment, multitasking
Strong prioritization skills
Team-oriented mindset
Proactive communication style
What We Offer
Competitive salary (based on experience)
Hybrid work environment with a possibility to switch to remote over time
Friendly and people-oriented team culture
Career development opportunities among industry professionals
Paid vacation and sick leave according to Ukrainian legislation
Reservation from mobilization
Medical insurance