Dispatcher

This is a fully remote position, open to applicants in Connecticut, +1 more state.

📋 Description

• Facilitate the effective utilization of TAC technical resources to address client requirements and meet service-level goals.

• Assess and prioritize incoming support tickets according to urgency, business impact, client requirements, and service protocols.

• Allocate and reassign support tickets to suitable technical resources to ensure SLA compliance.

• Organize scheduling for technical team members regarding support tickets, projects, and service tasks.

• Oversee ticket queues, unresolved issues, escalations, and service performance.

• Keep clients informed on ticket status, scheduling, next steps, and anticipated resolutions.

• Coordinate changes in scheduling and resource allocation with clients and ADNET team members.

• Handle incoming support calls and create and document support tickets.

• Advocate for clients by recognizing service issues, managing escalations, and providing follow-up.

• Ensure continuous communication throughout the support process.

• Manage the client support portal and relevant service information.

• Carry out administrative tasks to support client and vendor relationships.

• Identify client opportunities and relay them to sales and management teams.

• Maintain precise activity, ticket, scheduling, and service data in ConnectWise.

• Monitor email and voicemail communications and respond within service expectations.

• Document and report any client issues or concerns.

• Uphold current Service Coordinator processes and procedures documentation.

• Assist in creating and enhancing team goals, policies, workflows, and SOPs.

• Stay updated on industry trends and technologies that impact service operations.

• Participate in technical staff meetings and take thorough meeting notes.

• Collaborate with TAC and ADNET team members.

• Engage in relevant education, training, and professional growth alongside the supervisor.

• Adhere to company policies, SOPs, and core values.

• Undertake other related responsibilities as assigned.

• Achieve or surpass SLA ticket-triage targets while maintaining accurate service records.

• Foster client relationships, maintain professional communication, productivity, and sound judgment in a remote setting.

⛳️ Requirements

• A minimum of three years of applicable professional experience or a mix of relevant education and work experience.

• Capability to organize, prioritize, and manage multiple tasks, schedules, and competing demands.

• Outstanding written and verbal communication skills.

• Strong attention to detail, commitment to follow-through, logical decision-making, and prioritization of technical support tasks.

• Ability to work systematically with minimal supervision, both independently and in collaboration with others.

• Proficient in speaking, reading, and writing in English.

• Correctable vision and full hearing capabilities, including the ability to differentiate sounds.

• Capacity to perform standard office tasks, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day.

• Willingness to work evenings or weekends occasionally as necessary.

• An Associate's degree in Information Systems or a related field is preferred.

• Experience in coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment is preferred.

• Familiarity with ConnectWise or a similar PSA, ticketing, or IT service management platform is preferred.

• Understanding of SLAs, ticket triage, escalation management, technician scheduling, and support queue management is preferred.

• Experience in developing or enhancing workflows, processes, documentation, and SOPs is preferred.

• Background in an MSP or high-volume client support environment is preferred.

🏝️ Benefits

• Opportunities for growth and learning initiatives.

• Comprehensive employee benefits.

• Company innovation opportunities.

• Support for professional development, education, and career objectives.

• 100% remote work arrangement.

• Commitment to an equal opportunity and inclusive work environment.