Service Dispatch Coordinator

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

📋 Description

• Coordinate the schedules of remote and field technical personnel.

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

• Elevate support tickets related to computer desktop and network troubleshooting.

• Organize technician schedules to maximize efficiency and productivity.

• Keep customers updated on the progress of incidents, upcoming changes, and scheduled outages.

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

• Monitor active service tickets and escalate requests as needed to meet customer SLAs.

• Report on IT Support resource usage and the successful fulfillment 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 duties as assigned.

⛳️ Requirements

• Exceptional customer service skills, including telephone etiquette, communication, active listening, and client care.

• Previous experience in a Managed Services setting.

• Familiarity with support tools, techniques, and the application of technology in delivering IT services.

• Ability to effectively match technical resources to specific technical challenges.

• A positive attitude and self-motivation; capacity to thrive in a fast-paced environment.

• Capability to collaborate within a team and communicate effectively.

• Proficient typing skills for quick and accurate service request entry.

• 1–3 years of experience in customer service.

🏝️ Benefits

• Fully remote work environment.

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