[Hiring] Dispatcher @New Charter Technologies

Role Description

At ADNET, a New Charter Company, we are seeking a Dispatcher in a remote position to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC). This is a 100% remote position.

• Partner with ADNET clients, TAC engineers, technical resources, and service delivery leadership.
• Prioritize and route support tickets, coordinate technician schedules and project work.
• Monitor service levels and manage client communications.
• Use ConnectWise and established service management processes to track daily activity.
• Maintain accurate ticket information, manage escalations, and ensure support requests move efficiently from intake through resolution.
• Balance multiple priorities while making sound scheduling and ticket-routing decisions.
• Maintain closed-loop communication with clients and proactively follow up on outstanding issues.
• Identify opportunities to improve service processes.
• Help the TAC team consistently deliver a responsive and professional support experience.

Qualifications

• Minimum of three years of relevant professional experience or a combination of relevant education and work experience.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a fast-paced service environment.
• Exceptional written and verbal communication skills.
• Strong attention to detail and logical decision-making.
• Ability to work methodically with minimal supervision.

Requirements

• Coordinate the efficient use of TAC technical resources to support client needs.
• Prioritize incoming support tickets based on urgency and business impact.
• Assign and reassign support tickets to appropriate technical resources.
• Schedule technical team members for support tickets and projects.
• Monitor ticket queues and outstanding issues to ensure timely client support.
• Provide clients with timely updates regarding support ticket status.
• Communicate scheduling changes to clients and coordinate with team members.
• Answer incoming support calls and document support tickets accurately.
• Serve as a client advocate by identifying service concerns and coordinating escalations.
• Assist with maintaining the managed client support portal.
• Perform administrative responsibilities to support client and vendor relationships.
• Identify client opportunities and communicate them to sales and management teams.
• Maintain accurate daily activity and service information in ConnectWise.
• Monitor email and voicemail and respond to messages within established expectations.
• Document processes and procedures associated with the Service Coordinator role.
• Help create and improve team goals, policies, workflows, and standard operating procedures.
• Stay current on industry trends and technologies.
• Participate in technical staff meetings and document meeting notes.
• Collaborate with team members and provide information that contributes to the success of the TAC.
• Follow ADNET policies, standard operating procedures, and core values.
• Perform other responsibilities related to the Service Coordinator role as assigned.

Benefits

• Competitive salary of $55k.
• 100% remote work environment.
• Opportunities for professional development and training.
• Inclusive and supportive company culture.

Physical Requirements & Work Conditions

• Correctable vision and full hearing capability.
• Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day.
• Ability to effectively speak, read, and write English.
• This is a 100% remote position; may occasionally require work during evenings or weekends.