IT Dispatcher (Remote - work from home)

About the role

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. This is a remote role working from home within the United States.

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
• Adequately adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate
• 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
• Absorb and resolve low level tickets such as password reset requests and group membership changes
• Absorb and resolve 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

Requirements

• Formal Education & Certification
• A 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
• Efficient time management skills
• Superior documentation and follow-up skills
• Spanish bilingual skills are highly preferred

Qualifications

• 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
• Desire to grow and evolve the position

Skills

• 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
• Desire to grow and evolve the position

Benefits

• Salary range $45,000 - $50,000/year, depending on experience
• 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