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Service Dispatch Coordinator
Posted 7 days agoViewed
💎 Seniority level: Junior, 2-4 years
💸 Salary: 45000.0 - 60000.0 USD per year
🔍 Industry: Cybersecurity
🏢 Company: CyberSheath
⏳ Experience: 2-4 years
Requirements:
- Excellent Customer Service skills: such as telephone skills, communication skills, active listening and customer-care
- Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
- Ability to match proper technical resources to technical issues appropriately
- 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 to ensure quick and accurate entry of service request details
- 2-4 years prior customer service experience
Responsibilities:
- Responsible for coordinating 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
- Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Act as a point of contact for clients for all types of service requests
- Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s
- Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources
- Responsible for ensuring prompt entries for time and expenses as they occurWhere applicable, support end-users in same-call resolution activities (e.g. password resets)
- Additional duties as assigned.
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