Managed Services Dispatcher
Managed Services Dispatcher
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Salary Not Disclosed
1 Vacancy
Job Description
Managed Services Dispatcher
POSITION SUMMARY
We are seeking a Managed Services Dispatcher to maintain an orderly process in service dispatching timely processing of incoming calls to the IT Service Group and managing customer emails. The Dispatcher ensures the right work is being done at the right time by the right person or team and is key to assisting technicians engineers and Team Leads to be more effective in their roles.
ESSENTIAL FUNCTIONS
The Managed Services Dispatcher will:
Be the primary answer point for all incoming IT service calls to Managed Services.
Enter tickets for MS service issues and MAC requests.
Transfer calls to employees sales or Low Voltage division as needed.
Primary monitoring of technical support emails enter tickets as needed transfer nonservice emails to the appropriate person.
Monitor and review all new ConnectWise IT Service & MAC tickets:
o Ensure tickets are placed in the appropriate queues.
o Assign correct ticket priorities.
o Assisting Team Leads in the scheduling and dispatching of tickets.
o Communicating to clients the status of a ticket including scheduling days and times.
o Monitor tickets to ensure SLAs are being met.
o Monitor and work with Team Leads to complete and close stale tickets.
o For critical issues Dispatcher immediately notifies appropriate Team Lead (realtime).
Conduct customer satisfaction calls and/or surveys.
Requirements
Experience
A minimum of two years of experience with a Managed Service Provider and/or servicefocused firm is preferred.
A solid background in delivering excellent customer experience (CX) working as part of a team managing workloads and meeting customer and company expectations is essential.
Writing and speaking skills must be at a high level.
Communicating with customers external as well as internal in a calm and empathetic manner is critical.
Must be proficient in Microsoft Office applications. Comfort using PSA (Professional Services Automation)/ERP (Enterprise Resource Planning) systems is required.
Employment Type
Full-Time
