IT Dispatcher (Remote - work from home)
If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business.
- This is a remote role working from home within the United States.
- Shift Monday - Friday, mid-shift (PST) Primary Purpose and Function The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients. Essential Functions and Responsibilities Ticket Management
- Answer high volume incoming calls and chat requests from our call center.
- Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
- Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
- Schedule tickets to the most appropriate resources based on urgency, availability, and technician 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 regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
- 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.
- Assist with low level tickets such as password reset requests and group membership changes.
- Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. Administration
- Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
- Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, 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. Position Requirements Formal Education & Certification High school diploma or equivalent. Knowledge & Experience
- Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
- Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
- Previous MSP dispatch and/or coordination experience is highly desired.
- Experience with ConnectWise or similar ticketing systems is highly desired.
- Ability to quickly and accurately determine incident scope and impact.
- Demonstrable competency in use of MS 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.
- Spanish bilingual skills are highly preferred. Personal Attributes
- Positive attitude.
- Excellent verbal and written communication skills.
- Ability to work under pressure, meet deadlines, and handle multiple tasks in a fast-paced environment.
- Experience working in a team-oriented, collaborative environment.
- Ability to compromise when merited, as well as exercise good judgment
- Ability to work independently, proactively, and establish ownership of issues.
- Demonstrated interpersonal skills, able to foster strong relationships internally and externally.
- Desire to grow and evolve the position. Performance Metrics
- All tickets are properly scheduled according to our internal-facing SLAs.
- Manager and peer review of goal achievement.
- Coachability, willingness to work as a member of a team.
- Detailed ticket notes at every relevant step of dispatch.
- Dispatch portal is properly maintained. Tasks do not “fall through the cracks”. Physical Demands
- Sitting or Standing for Long Periods Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue.
- Viewing a Computer Monitor Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain.
- Digital Dexterity and Hand/Eye Coordination Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals.
- Oral Communications Engaging in clear and effective verbal communication over the phone, video calls, and occ
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