Service Dispatch Coordinator

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

📋 Description

• Oversee the coordination of schedules for remote and field technical personnel

• Generate and allocate service requests as they come in via phone, email, or other channels

• Elevate support tickets concerning technical solutions such as desktop computers and network troubleshooting

• Arrange technician schedules to guarantee efficiency and productivity

• Ensure communication with customers as necessary: updating them on incident progress, alerting them about upcoming changes or scheduled outages

• Serve as the primary contact for clients regarding all types of service requests

• Track open service tickets and escalate requests to other team members when needed to ensure compliance with customer SLAs

• Report on the utilization of IT Support resources and the successful fulfillment of service requests to the relevant parties

• Ensure timely entries for time and expenses as they occur

• Provide support for end-users in same-call resolution activities where applicable (e.g., password resets)

• Perform additional duties as assigned.

⛳️ Requirements

• Exceptional Customer Service skills: including telephone etiquette, communication proficiency, active listening, and customer care

• Previous experience in a Managed Services setting with understanding of support tools, techniques, and the application of technology in delivering IT services

• Capability to align appropriate technical resources with relevant technical issues

• A positive mindset, self-driven with the ability to thrive in a fast-paced environment

• Team-oriented with effective communication skills

• Proficiency in typing to ensure swift and accurate logging of service request details

• 1-3 years of experience in customer service

🏝️ Benefits

• Fully Remote work environment

• Work hours are Monday - Friday 8:00 AM - 5:00 PM Pacific (11:00 AM - 8:00 PM Eastern)