Job description

Part-Time Dispatcher

Department: Dispatch

Reports to: Service Manager & Primary Dispatcher

General Summary:

The Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must as well as the ability to move in an ever-changing environment.
Position Responsibilities:

• Act as the point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Work with the primary dispatcher in order to assure tickets are completed and entered in a timely manner
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Watching all tickets and monitoring progression and movement while able to prompt for further movement as needed
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise Manage
• Working with the Primary Dispatcher for hand-offs and understanding where tickets and engineers are in their day

Knowledge, Skills, and Abilities:

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
• Excellent verbal and communications skills
• Ability to multi-task and adapt to fast-paced changes
• Technical awareness: ability to match resources to technical issues appropriately
• Demonstrates the ability to manage priorities while meeting critical deadlines
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Strong attention to detail and accuracy
• Typing skills to ensure quick and accurate entry of service request details
• Strong time management and organizational skills
• Patience able to deal with frustrated clients respectfully and politely
• Self-motivated with the ability to work in a fast-moving environment

Credentials and Experience:

Previous Client Service or phone-related skills; familiarity with computer system support terminology concepts. Previous history in a fast-paced environment. Background with ConnectWise manage is a large plus.

Pay: $14 - $22

Hours: Monday through Friday, 12 PM – 5 PM Pacific Time

Location: Remote

Promotion:

• Strong positive client feedback
• Strong positive engineer feedback
• Actively recruits other high-quality engineers
• High utilization of engineering team’s time

Job Type: Part-time

Pay: $14.00 - $22.00 per hour

Schedule:

• Day shift

Application Question(s):

• Describe why you are interested in this position.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Phone etiquette: 1 year (Preferred)

Language:

• English (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: Remote

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