[Hiring] IT Dispatcher @Xantrion

Role Description

If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family while working for a company that takes a people-first approach to business. This is a remote role working from home within the United States. Shift: Monday - Friday, 10 AM - 7 PM PST.

The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients.

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
• Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
• Previous MSP dispatch and/or coordination experience is highly desired.
• Experience with ConnectWise or similar ticketing systems is highly desired.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency in use of MS Office products:
• Outlook – high level for e-mail and organizational tracking tasks
• Excel / Word – intermediate skill
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communication skills, both written and verbal.
• Efficient time management skills.
• Superior documentation and follow-up skills.
• Spanish bilingual skills are highly preferred.

Requirements

• Answer high volume incoming calls and chat requests from our call center.
• Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
• Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level.
• Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
• Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
• Assist with low level tickets such as password reset requests and group membership changes.
• Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google.
• Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

Benefits

• Salary range $45,000 - $50,000/year, depending on experience.
• 100% of medical, dental, and vision for you and your family.
• 401K with company match up to 4% of salary.
• Certification and training reimbursement.
• 17 days/year PTO (in addition to training allowance).
• Bonuses for referring new clients or employees.