IT Dispatcher

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

📋 Description

• Handle a high volume of incoming calls and chat inquiries from our call center.

• Recognize incoming service requests on the ConnectWise Triage board and filter out unwanted SPAM.

• Conduct ticket triage by clarifying and updating ticket fields to ensure technicians can promptly and accurately assess the scope of service requests.

• Assign tickets to the most suitable resources based on urgency, availability, and technician skill level.

• Comply with internal security policies by obtaining written approval for access changes in service requests from the client’s IT liaison when necessary.

• Manage client expectations regarding resource availability for tickets entering the service board and those needing dispatching.

• Stay informed about trends in client service requests and notify service managers or primary consultants of recurring issues, especially when reported problems may signal a larger concern.

• Assist with basic tickets such as password reset requests and group membership modifications.

• Make outbound calls on positively rated tickets to encourage clients to leave positive reviews on Google.

• Anticipate workload for support staff, including weekend and after-hours work, to facilitate scheduling and escalation of tasks.

• Create resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.

• Update client information (e.g., client engineer assignments, primary liaisons, etc.) as necessary.

• Regularly review open requests to verify their status, ensure proper client agreements are selected, and that a resource is assigned.

⛳️ Requirements

• High school diploma or equivalent.

• At least 2 years of experience in customer service, dispatching, project management, or a relevant combination of education and experience.

• Customer service experience in a call center, dispatch center, or telecommunications organization is advantageous.

• Previous experience with MSP dispatch and/or coordination is highly preferred.

• Familiarity with ConnectWise or similar ticketing systems is strongly desired.

• Ability to quickly and accurately assess incident scope and impact.

• Proven proficiency in using MS Office products: Outlook – high level for email and organizational tasks, Excel / Word – intermediate skills.

• Capability to multitask while maintaining an appropriate sense of urgency.

• Excellent customer service and communication skills, both written and verbal.

• Strong time management abilities.

• Exceptional documentation and follow-up skills.

• Bilingual in Spanish is highly preferred.

🏝️ Benefits

• 100% coverage of medical, dental, and vision insurance for you and your family.

• 401K plan with company matching up to 4% of salary.

• Reimbursement for certifications and training.

• 17 days of paid time off per year (in addition to training allowance).

• Bonuses for referring new clients or employees.