Dispatcher Support Technique pour CANECO & SEE

About the role

ETAP is looking for a Technical Support Dispatcher to join its Customer Support team in Casablanca. The role focuses on receiving, routing and tracking incoming technical requests for CANECO and SEE products, ensuring customers receive timely assistance.

Key responsibilities

• Dispatch incoming requests received by phone, email and the Customer Portal.
• Answer calls when all technicians are already engaged.
• Create troubleshooting tickets and assign them to the appropriate technicians.
• Generate and allocate CANECO & SEE tickets from the support mailbox, portal and sales team.
• Monitor open tickets and ensure they are closed in a timely manner.
• Produce monthly reports on ticket closure progress for the France Customer Support manager.
• Track satisfaction survey feedback and open reminder tickets for dissatisfied customers.
• Maintain ticketing system, CRM, knowledge base and technical solution databases.

Required profile

• Ability to handle high‑volume inbound communications.
• Attention to detail when creating and assigning tickets.
• Willingness to follow up on unresolved issues until closure.
• Capacity to work collaboratively with technicians and sales colleagues.

Required skills

• Proficiency with ticketing system software.
• Experience using a CRM platform.
• Familiarity with knowledge‑base management.