Service Dispatch Coordinator

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

📋 Description

• Coordinate the schedules of both remote and field technical personnel.

• Generate and allocate service requests received via phone, email, or other channels.

• Elevate support tickets related to desktop and network troubleshooting.

• Arrange technician schedules to maximize efficiency and productivity.

• Keep customers updated on the progress of incidents and inform them of any upcoming changes or agreed outages.

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

• Monitor open service tickets and escalate requests as needed to adhere to customer SLAs.

• Report on IT Support resource utilization and the successful completion of service requests.

• Ensure timely entry of time and expenses.

• Assist end-users with same-call resolution tasks, such as password resets, when applicable.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Exceptional Customer Service skills, including telephone etiquette, effective communication, active listening, and customer care.

• Prior experience in a Managed Services environment, along with knowledge of support tools, techniques, and the application of technology in providing IT services.

• Capability to appropriately match technical resources to specific technical issues.

• A positive attitude and self-motivation, with the ability to thrive in a fast-paced environment.

• Ability to work collaboratively within a team and communicate effectively.

• Proficient typing skills to ensure swift and accurate entry of service request information.

• 1-3 years of experience in customer service.

• Availability to work from 8:00 AM to 5:00 PM PST (11:00 AM to 8:00 PM EST).

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.