IT Dispatcher

Summary

Join our team as a Dispatcher and enjoy a fast-paced, work-from-home environment with excellent benefits! This remote role involves coordinating workflow for service desk technicians and consultants, ensuring seamless client service. You will handle high-volume calls, manage tickets, schedule resources, and maintain client information. The ideal candidate possesses strong customer service skills, experience with ticketing systems, and proficiency in Microsoft Office. We offer a competitive salary, comprehensive health insurance, 401k matching, and generous PTO.

Requirements

• Authorized to work in the U.S
• High school diploma or equivalent
• 3 – 5 years of customer service experience
• Ability to quickly and accurately determine incident scope and impact
• Demonstrable competency in the use of Microsoft Office products: Outlook - high level for e-mail and organizational tracking tasks
• Excel / Word - intermediate skill
• Ability to multitask with an appropriate sense of urgency
• Superior customer service and communication skills, both written and verbal
• Efficient time management skills
• Superior documentation and follow-up skills

Responsibilities

• Answer high volume incoming calls from our call center
• Identify incoming service requests within the ConnectWise dispatch board and remove unwanted SPAM
• Provide chat support assistance when necessary
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians are able to quickly and accurately gauge the scope of the service requests
• Schedule tickets to the most appropriate resources based on urgency, availability, and technical skill level
• Adhere to internal security policies by seeking approval for access changes in service requests from client's IT liaison in writing, where appropriate
• Set client expectations, when needed, regarding the availability of resources for tickets that come into the service board and tickets that require re-dispatch
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue
• Forecast workload for support staff, including weekend and after-hour work, in order to assist with scheduling and escalating work
• Prepare resource schedules for help desk coverage, escalation engineers, on-call resources, and team meetings
• Update client information (i.e. client engineer assignments, primary liaisons, etc.) as needed
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned
• Occasionally follow up with clients to request feedback

Benefits

• Salary $45,000/year
• 100% of medical, dental, and vision for you and your family
• 401K with company match up to 4% of salary
• Certification and training reimbursement
• 17 days/year PTO (in addition to training allowance)
• Bonuses for referring new clients or employees