Service Dispatch Coordinator - Remote

Overview

The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource.

In Short

• Coordinate the schedules of remote and field technical resources.
• Create and assign service requests as they arrive through phone, email, or other means.
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting.
• Organize technician schedules to ensure schedules are efficient and productive.
• Ensure communication with customers regarding incident progress and changes.
• Act as a point of contact for clients for all types of service requests.
• Monitor open service tickets and escalate requests as necessary.
• Report the utilization of IT Support resources and successful completion of service requests.
• Support end-users in same-call resolution activities.
• Additional duties as assigned.

Requirements

• Excellent Customer Service skills: telephone skills, communication skills, active listening, and customer-care.
• Prior experience in a Managed Services environment with knowledge of support tools and techniques.
• Ability to match proper technical resources to technical issues.
• Positive attitude, self-motivated with the ability to work in a fast-moving environment.
• Ability to work in a team and communicate effectively.
• Typing skills for quick and accurate entry of service request details.
• 2-4 years prior customer service experience.

Benefits

• Fully remote work environment.