Dispatcher

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Act as the main point of coordination between customers and CIT's engineering team.

• Handle incoming customer phone calls and address email support inquiries.

• Generate and update service tickets based on customer support interactions.

• Oversee and respond to inquiries through the live chat tool.

• Assess and prioritize customer tickets based on urgency and impact.

• Allocate and schedule tickets to engineers according to customer requirements and engineer availability.

• Set clear expectations for customers regarding follow-up and resolution timelines.

• Keep precise ticket documentation throughout the dispatch process.

• Ensure tickets are effectively assigned, scheduled, and tracked.

• Carry out other duties and responsibilities as assigned.

⛳️ Requirements

• Demonstrated professionalism with the ability to work effectively both as part of a team and independently.

• Strong organizational capabilities to manage multiple pieces of information simultaneously and identify next steps for resolution.

• Excellent written and verbal communication skills.

• Proven track record of delivering positive customer experiences.

• Proficient computer skills and typing ability.

• Basic familiarity with Microsoft 365.

• Capability to prioritize tasks by urgency and work with minimal supervision.

• Must be authorized to work in the United States.

• Preferred: At least 1 year of experience in a managed service provider (MSP), call center, or similar customer-facing environment.

• Availability to work Monday through Friday, 9:00 AM–6:00 PM Central Time.

🏝️ Benefits

• Paid vendor certifications.

• Continuous training and development opportunities.

• Generous flexible paid time off policy.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life and disability insurance.

• 401(k) plan with matching employer contributions.

• Paid volunteer time.

• Paid parental leave.

• Flexible work schedules.

• Employer-sponsored rewards and recognition program.

• Collaborative, learning-focused, and enjoyable work environment.

• Positive work-life balance.

• Opportunities for career growth.