Ticket Dispatcher (Customer Support)

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) & official employment
• Paid vacation and sick leave according to Ukrainian legislation
• Reservation from mobilization
• Medical insurance
• Friendly and people-oriented team culture
• Career development opportunities among industry professionals
• Have opportunities to work on an innovative and impactful product