Service Dispatcher for IT Company (MSP)

Job title Service Dispatcher for IT Company (MSP)
Company Name Progressive Technology, Inc
Location Bluffton
Date Posted Friday, March 10, 2017
Category
Job Type Full-Time

Description

BASIC FUNCTION:

We are a busy IT company, located in Bluffton, SC. We are focused on growing our managed service customer base.. We are looking for someone to be responsible for company scheduling and dispatch. Service is initiated by phone, portal, e-mail or internal resource, your role is to provide technical triage and information collection to start a service ticket. You would be responsible for ticket assignments and monitoring of ticket statuses via ConnectWise. You will be doing what it takes to provide excellent customer service.

JOB DUTIES:
• Monitoring of all tickets on our service boards.
• Lead point person on outstanding customer pre- and post-delivery ticket or service issues and provide status to team and clients..
• Improve customer service, perception, and satisfaction.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. Become a ConnectWise expert for the dispatch functions (will train).
• Schedule internal and technical teams with regards to priority, service level and resource in ConnectWise.
• Communicate (on-going) through ticket, team chat, and verbal with all team members .
• Escalate service requests as needed.
• Manage the dispatch process of service requests to ensure full utilization of technical resources.
• Triage via phone request to the point of assignment to help desk or technical resources.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Assist admin team in providing reporting and metrics
• Performs other duties as assigned.

REQUIREMENTS:
• Personality!!!!
• Top communication skills
• Customer Care skills
• Dependable and Punctual
• Organized
• Can multitask and adapting
• “you get it”

PREFERRED:
• Passion for Tech!!!
• ConnectWise experience
• IT Support: 2YEARS
• Scheduling and Dispatch experience:1YEAR
•Principals only. Recruiters, please don’t contact this job poster.
•do NOT contact us with unsolicited services or offers

Interested applicants should send their resume to : dispatcherresumes@progressivetechnology.net

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